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Oliver Heating, Cooling, Plumbing & Electrical · 2 weeks ago

Residential HVAC - HVAC/Plumbing Customer Service - Dispatcher

Main Office - MORTON, PA 19070

Full-time

Onsite

Mid Level

3+ years exp

Oliver Heating & Cooling is a family-owned business providing premium HVAC, Plumbing, Electrical, and Home Remodeling services in the Delaware Valley for over 50 years. They are seeking a Residential Home Service Customer Service Representative/Dispatcher to manage and dispatch technicians while ensuring excellent customer service and satisfaction.

ElectronicsHeating Ventilation and Air Conditioning (HVAC)Real Estate

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

Qualification

Service Titan experienceCustomer service experienceExcelWordAdaptability to AI softwareInterpersonal skillsOrganizational skillsTime management

Required

Knowledge of Excel and Word is required

Able to work a Tuesday - Saturday schedule

Perform customer satisfaction calls after each visit

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 prolonged periods, standing, bend, type, hear, ability to communicate effectively both verbally and written, typing/data entry