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Mabel
Call Center Supervisor
Contato
Competências
Demonstrated experience with High-Volume Scheduling (20–60+ Calls Daily).
Demonstrated experience with Route Optimization & GPS Coordination.
Demonstrated experience with Emergency & After-Hours Dispatch.
Demonstrated experience with CRM & Dispatch Systems (ServiceTitan, sales force).
Demonstrated experience with Technician Performance Support.
Formação acadêmica
Idiomas
Resumo
Call Center Supervisor open to new opportunities
Experiência
Call Center Supervisor
Provided professional customer service by phone, email, and other communication platforms.. Assisted customers with service questions, appointments, billing, invoices, estimates, and account information.. Handled customer claims and gathered information needed for claim processing.. Prepared and reviewed estimates for customers and service requests.. Processed and followed up on customer billing and invoices.. Scheduled technicians for service, maintenance, repairs, and installation appointments.. Managed technician schedules and made schedule changes based on customer and business needs.. Handled office orders and coordinated materials and supplies needed for daily operations.. Communicated with technicians, dispatchers, and office staff to ensure customer needs were met.. Used ServiceTitan to manage customer accounts, service history, notes, invoices, estimates, and appointments.. Handled customer concerns and worked to resolve issues professionally and efficiently.. Supported and coached CSR team members and helped maintain smooth call center operations.
Lead Dispatcher
Lead and coordinate the daily dispatch operations for HVAC service technicians.. Assign service calls, maintenance, repairs, and installations based on priority, technician skills, availability, and location.. Monitor technician schedules and adjust routes throughout the day to handle emergencies, cancellations, and delays.. Use ServiceTitan and Google Maps to manage dispatching, scheduling, and technician locations.. Communicate with technicians, customers, CSRs, and management to keep jobs moving efficiently.. Handle escalated customer and scheduling issues and provide solutions.. Review and manage open work orders, ensuring jobs are properly documented and followed through to completion.. Coordinate commercial maintenance accounts and recurring service schedules.. Help train and support dispatchers and CSRs on scheduling procedures and system processes.. Monitor daily workload and technician capacity to maximize efficiency.. Follow up on completed jobs to ensure documentation is accurate and ready for billing.. Assist management with scheduling priorities, workload distribution, and daily operations.
Dispatcher
Schedule and dispatch HVAC technicians for service calls, maintenance, repairs, and installations.. Manage daily technician schedules and adjust appointments for emergencies, cancellations, and delays.. Communicate with customers to schedule appointments, provide updates, and address service concerns.. Monitor technician locations and job status using ServiceTitan and Google Maps.. Create and update work orders, customer notes, job details, and technician assignments.. Prioritize calls based on urgency, customer needs, technician availability, and location.. Coordinate maintenance and commercial service accounts.. Follow up on open jobs to ensure completion and proper documentation for billing.. Communicate with technicians, CSRs, managers, and customers throughout the service process.. Handle rescheduling and route changes to keep technicians productive and minimize delays.. Review completed work orders for accuracy and make sure required information is documented.. Assist with estimates, maintenance agreements, invoices, and customer account questions.