Residential HVAC - HVAC/Plumbing Customer Service - Dispatcher

JM OLIVER INC•Springfield Township, PA

4d•Onsite

About The Position

Oliver Heating & Cooling, Morton PA has been providing premium service in HVAC, Plumbing, Electrical and Home Remodeling to the Delaware Valley for over 50 years. We currently have an opportunity for a Residential Home Service Customer Service Representative/Dispatcher to schedule, manage and dispatch technicians and to meet the expectations of our clients. We are a Golden Rule company looking for a person with top notch customer care skills and strong character traits to provide the best customer experience in the industry. At Oliver Heating & Cooling, our greatest asset is our people. We pride ourselves on cultivating a supportive and dynamic work culture that not only values each individual but also encourages professional development. Here, you’ll find a team-oriented environment where growth is not just encouraged but actively promoted. Join us and experience how a commitment to our employees translates into success for everyone.

Requirements

Knowledge of Excel and Word is required, Service Titan experience strongly preferred.
Able to work a Tuesday - Saturday schedule.
Have a good working knowledge of our products and services being offered.
Communicate effectively with associates, superiors, and customers.
Possess superior interpersonal skills with our customers.
Have strong organizational skills, and ability to prioritize.
Efficiently manage time and schedules.
Ability to adapt to new AI software.
Must be capable of understanding client needs then organize the available techs to location of the customer.
Minimum of 3-5 years office/customer service experience (dispatch experience is plus)
Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
Physical Requirements: sitting prolong periods, standing, bend, type, hear, ability to communicate effectively both verbally and written, typing/data entry.

Responsibilities

Schedule and book the service appointments with our clients.
Anticipate and mitigate conflicts in allocations of resources before it affects the client’s experience.
Confirm appointments with the clients prior to the arrival of our staff and inform them if technician is running late.
Follow up with phone calls upon completion of work performed.
When an issue arises with client dissatisfaction, take immediate action to resolve it.
Call customers to confirm maintenance appointments and reschedule as necessary.
Work closely with the customer service department to coordinate scheduling.
Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.
Ensure the accurate capture, data entry and maintenance of customer information.
Be familiar with Oliver’s, products/service plans, and services.
Coordinate with technicians when parts for their job arrive and where the Technician can find it.
Alert managers quickly to significant customer issues, serving as a champion of the client.
Dispatching and scheduling of service technicians and based on skill set need and geographic locations.
Perform customer satisfaction calls after each visit.