Kimberly Vander Velpen

• Coordinated daily dispatch operations for HVAC and plumbing technicians, optimizing schedules and ensuring timely service appointments.

• Provided exceptional customer service by answering inquiries, resolving concerns, and maintaining positive customer relationships.

• Scheduled service calls, maintenance appointments, and in-home estimates for HVAC and plumbing services.

• Prepared and coordinated customer estimates while ensuring accurate communication between customers and technicians.

• Promoted and managed HVAC and plumbing maintenance membership programs, explaining benefits to customers and processing enrollments to enhance customer retention.

• Maintained accurate customer records, service histories, and appointment schedules using dispatch software to support efficient operations.

Communicated effectively with technicians to prioritize emergency service calls and adjust schedules.

• Managed high-volume inbound and outbound phone calls while maintaining professionalism and efficiency.

• Assisted customers with service requests, billing questions, and appointment confirmations.

• Collaborated with office staff and field technicians to streamline daily operations, ensuring timely service delivery and enhancing customer satisfaction.

• Provided ongoing support for customers using the e-commerce platform.
• Created, managed and automated orders and invoices using order management and invoicing software.
• Assisted with troubleshooting any problems encountered during checkout process.
• Resolved customer concerns and answered questions quickly to maximize satisfaction.
• Managed customer service inquiries through multiple channels including email, chat, and phone.
• Filled customer orders by packaging sold items and documentation for direct shipping and by transferring orders to manufacturers or third-party distributors.
• Delivered e-mail confirmation of completed transactions and shipment.
• Canceled orders based on customer requests or inventory or delivery problems.
• Corresponded with online customers via electronic mail, telephone or other electronic messaging.
• Trained new staff members on how to use the e-commerce system efficiently.