Customer Service Representative - Residential HVAC

JM OLIVER INC•Springfield Township, PA

2d•Onsite

About The Position

The Customer Service Representative - Residential HVAC position is a full-time role at Oliver Heating & Cooling, a family-owned company with over 55 years of experience. The company emphasizes a supportive and dynamic work culture where employees are valued and encouraged to grow. This role is based in the premiere call center team and requires an enthusiastic and outgoing individual with a passion for delivering exceptional customer experiences and providing solutions. The specific shift for this position is Tuesday - Friday: 12:00pm - 8:30pm and Saturday: 9:30am - 5:30pm. Oliver Heating & Cooling operates under the Golden Rule philosophy and fosters a team-oriented environment with opportunities for professional development and career advancement.

Requirements

Knowledge of Excel and Word is required.
Able to work schedule: Tuesday - Saturday (Tue-Fri: 10am - 6:30pm ; Sat 9:30am - 5:30pm)
Have a good working knowledge of our products and services being offered.
Possess superior interpersonal skills with our customers.
Have strong organizational skills, and ability to prioritize.
Ability to adapt to new AI software.
Minimum of 3-5 years office/customer service experience.
typing/data entry.

Nice To Haves

Service Titan experience strongly preferred.
dispatch experience is plus.

Responsibilities

Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Schedule customer appointments.
Make outbound calls to customers.
Perform data entry operations.
Providing top-level customer service and follow up with customers.
Work with customers and handle escalated customer issues.
Perform customer satisfaction calls after each visit.
Communicate effectively with associates, superiors, and customers.
Efficiently manage time and schedules.
Must be capable of understanding client needs then organize the available techs to location of the customer.
Think on your feet to provide customers with needed information for their specific installation or repair.