Residential HVAC - HVAC/Plumbing Customer Service - Dispatcher
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
401(k) with Company Match
short-term disability
long-term disability
Life insurance
Paid Time Off
Holidays
Job Description
Oliver Heating & Cooling, located in Morton, PA, is a well-established family-owned company with over 50 years of experience providing premium services in HVAC, Plumbing, Electrical, and Home Remodeling throughout the Delaware Valley. With a reputation built on quality, trust, and the Golden Rule, Oliver Heating & Cooling has become a leader in the home service industry, committed to delivering exceptional customer experiences through dedicated and skilled professionals. The company values its employees as its greatest asset and fosters a supportive, dynamic work culture where individual growth and professional development are actively encouraged. This culture is one of collaboration, respect,... Show More
Job Requirements
- Minimum of 3-5 years office/customer service experience
- dispatch experience is a plus
- capable of understanding client needs and organizing available techs to customer location
- able to think on feet to provide customers with needed information for their installation or repair
- physical requirements include sitting for prolonged periods, standing, bending, typing, hearing, and effective verbal and written communication
Job Qualifications
- Knowledge of Excel and Word
- service Titan experience strongly preferred
- good working knowledge of products and services offered
- effective communication with associates, superiors, and customers
- superior interpersonal skills with customers
- strong organizational skills
- ability to prioritize
- efficient time and schedule management
- ability to adapt to new AI software
Job Duties
- 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
- 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 based on skill set need and geographic locations
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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