Customer Service Representative / Dispatcher

Brandywine Valley Heating and Air Conditioning•Exton, PA

10d

About The Position

Brandywine Heating and Air Conditioning is seeking a Customer Service Representative / Dispatcher to schedule and book service or sales appointments, dispatch and allocate resources, and help meet client expectations. The role processes service technician paperwork and customer payments while maintaining the confidentiality of information encountered. The position works Monday through Friday with a rotating Saturday shift. The representative communicates with customers and internal teams, supports maintenance programs and service agreements, identifies potential sales opportunities, and helps deliver a positive customer experience. The role requires ongoing learning about the company, its products and services, and HVAC work. The employee also works toward established goals and assists with plans to meet or exceed them.

Requirements

Knowledge of Excel and Word is required.
Computer literacy sufficient to fulfill the position's responsibilities.
Familiarity with smartphones, email, and text messaging.
Strong interpersonal skills and effective communication abilities.
Ability to understand client needs and favorably influence customer decisions.
Ability to manage time and schedules efficiently.
Maintain a clean, neat, and professional appearance.
Ability to work Monday through Friday and a rotating Saturday shift.

Nice To Haves

Eagerness to grow, learn, and work collaboratively.
Interest in ongoing training and learning about HVAC work, products, and services.

Responsibilities

Answer incoming calls promptly and professionally; communicate clearly and courteously with customers.
Call customers to confirm maintenance appointments, schedule appointments, and match qualified staff to the work.
Coordinate scheduling and dispatch with managers, and dispatch service technicians and team members.
Sell new service agreements and renew existing agreements.
Grow, monitor, and maintain maintenance programs; update ownership changes and review reasons for non-renewals.
Take and deliver messages, confirm they are received, and follow up as appropriate.
Accurately capture, enter, and maintain customer information.
Work with service, installation, and sales departments to identify sales opportunities and facilitate follow-up.
Learn about the company, its products and services, HVAC work, and how the company operates to benefit customers.
Alert managers promptly to significant customer issues and advocate for customers within the company.
Build the confidence of new clients calling for service or repairs.
Conduct customer satisfaction calls when required.
Meet established goals and objectives, help develop plans to meet or exceed them, and monitor progress against goals.
Communicate effectively with associates, superiors, vendors, and customers.
Manage time and schedules efficiently.
Complete ongoing training and learning through suppliers, trade shows, seminars, independent study, and other employees.
Process paperwork from service technicians and customer payments while respecting confidentiality.
Perform other duties as assigned.