Customer Service Coordinator/Dispatcher

horizonservices; Wilmington (DE); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Monthly bonus plan

Incentive plans

Family-oriented benefits

Job summary

Horizon Services in Wilmington, DE is seeking a skilled Customer Service Coordinator/Dispatcher to join our growing HVAC and Plumbing team. The role focuses on scheduling and dispatching Service and Plumbing Technicians, optimizing routes, handling inbound calls from existing customers, and ensuring accurate ticketing in our system.

You will create dispatch numbers for parts orders, follow up on orders, and schedule installations.

Qualifications

• At least 1 year of customer service experience.
• Professional appearance.
• Excellent interpersonal skills with customers.
• Strong customer-oriented attitude.
• Ability to plan and schedule work.
• Ability to think on your feet for installation/repair information.
• Ability to work as part of a team.
• Strong computer skills and ability to learn scheduling/dispatch software.

Responsibilities

• Schedule and dispatch HVAC service and plumbing technicians.
• Review and optimize routes.
• Answer incoming calls from existing customers.
• Enter all ticket information accurately in the system.
• Create dispatch numbers for parts orders, follow up on orders, and schedule installations.
• Provide exceptional customer service.

Skills

Customer service

Interpersonal skills

Teamwork

Scheduling

Problem solving

Professional appearance

Tools

Microsoft Office

Dispatch software

CRM software

Job description

Horizon Services, a dynamic, rapidly-growing HVAC and Plumbing company, is growing again! We are seeking a highly skilled Customer Service Coordinator/ Dispatcher to join our team at our Wilmington, DE, location.

Shift: Shift to be determined in the interview, but will require at least one weekend day

Our associates are our most important resource. They provide the sole source for our ability to meet our customer's needs. We have set high standards for job qualification and job performance. Our associates must have strong skills and a willingness to learn and grow. We will provide training in a positive environment in which these skills can grow and expand. You must have a positive attitude, a smile in your voice and a willingness to help as we pride ourselves on the service we provide to our customers.

This position is responsible for scheduling and dispatching HVAC Service and Plumbing Technicians by reviewing and optimizing routes, answering incoming phone calls (existing customers), providing exceptional customer service and making sure all ticket information is entered in the computer correctly. Responsibilities will also include creating dispatch numbers for all parts ordered, following up on part orders, and scheduling appointments for part installation.

Enjoy a fun, family oriented work environment where your effort is recognized and greatly appreciated. Join a company who values each customer and each employee, and where each department is committed to providing exceptional service through strong teamwork. You will be given an opportunity to grow professionally, personally and financially.

We offer a very competitive salary, an impressive monthly bonus plan, incentive plans and many other family-oriented benefits. Medical, dental, vision, prescription drug coverage, company supplied life insurance, paid vacation, paid holidays and 401(k) plan with employer match are additional benefits offered.

• very competitive salary
• impressive monthly bonus plan
• incentive plans
• medical coverage
• dental coverage
• vision coverage
• prescription drug coverage
• company supplied life insurance
• paid vacation
• paid holidays
• 401(k) plan with employer match

To be successful in this role, you must possess:

• a minimum of one year customer service experience
• A professional appearance
• Excellent interpersonal skills with the ability to interact with all types of customers
• Strong customer-oriented attitude.
• Able to plan and schedule work rather than just react.
• Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
• Ability to work as part of a team.
• Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.