Oliver Heating & Cooling, Morton PA seeks a Residential Home Service Dispatcher/CSR to schedule, manage and dispatch technicians 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 commitment to our employees translates into success for everyone.

Oliver Heating & Cooling has been providing premium service in HVAC, Plumbing, Electrical and Home Remodeling to the Delaware Valley for over 50 years.

Job functions:

• 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 arrives 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.

   

Requirements

• Knowledge of Excel and Word is required, Service Titan experience strongly preferred.
• 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.

We offer an excellent benefits package, including comprehensive medical/dental, 401(k) with a company match, short/long term disability, life insurance, paid time off and holidays.