What are the responsibilities and job description for the Residential HVAC - HVAC/Plumbing Service Dispatcher position at JM OLIVER INC?
Job Details
Description
Residential HVAC Dispatcher
Oliver Heating & Cooling, Morton PA a long standing reputable company is looking for a Residential Home Service Dispatcher to schedule, manage and dispatch technicians to meet the expectations of our clients. We are 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 are a Golden Rule company and 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.
Oliver Heating & Cooling has been providing premium service in HVAC, Plumbing, Electrical and Home Remodeling to the Delaware Valley for over 50 years.
Primary 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.
- 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.
Qualifications
- 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.
- Knowledge of Excel and Word is required, Service Titan experience highly preferred.
- 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 preferred)
- Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
The Oliver Way:
- To provide the best service in the industry
- Investment in our people
- Career path to advancement opportunities
- Give back to the community.
- Golden Rule commitment
- Open door policy to ownership
- Family-owned business over 50 years
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.
***Salary commensurate with experience***