Customer Service Representative/Dispatcher

P.A.C. Plumbing, Heating, & A/C; New York (NY); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

Birthday paid day off

Wellness days

Holiday and vacation pay

Paid training

Profit-sharing program

Job summary

PAC Plumbing, Heating, & A/C in New York seeks a Customer Service Representative/Dispatcher to be the first touchpoint for customers and to coordinate service with technicians.

The role focuses on empathetic communication, efficient scheduling, and delivering excellent customer experiences. Competitive pay starts at $18+ per hour with opportunities for growth and training.

Qualifications

• Experience in customer service
• Ability to stay calm and empathetic with customers
• Detail-oriented and accurate in data entry
• Proficient with basic computer tasks and phone systems

Responsibilities

• Answer all incoming calls as the initial point of contact
• Provide calm, empathetic customer service and build rapport
• Follow up with past customers to check in on needs
• Meet daily revenue and sold-hour goals by prioritizing urgent calls
• Relay accurate information to technicians for efficient service
• Coordinate technician dispatch and track their whereabouts
• Record service outcomes and report to management
• Respond to customer requests and promote the brand
• Participate in training to boost sales and dispatch speed
• Update customers on technician progress throughout the day

Skills

Customer service

Dispatcher coordination

Organized

Phone system literacy

Job description

Are you looking for a rewarding career with one of the best local companies in the plumbing and HVAC industry? You’re in the right place! At PAC Plumbing, Heating, & A/C, we treat our employees like family.Join the PAC Plumbing, Heating & A/C Family… Come Grow with Us!

PAC is looking for an organized, efficientCustomer Service Representative/Dispatcherwith an eye for detail and a high level of accuracy.Weneed a positive team member who will go above and beyond for our customers and our staff, and who has a perpetually friendly, can-do attitude to join our growing team!

What we offer:

• Competitive salary starting at $18+/hr
• Exceptional growth potential
• Your birthday is a paid day off!
• Paid wellness days
• Holiday and vacation pay
• Paid training
• Incentive programs
• Profit-sharing program
• Hours 7:30 am – 5:30 pm

Responsibilities:

• Answer all incoming calls, as the initial point of contact
• Provide a sense of calm and exhibit empathy for customers, so they feel comfortable
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs.
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Relay accurate information to technicians, ensuring proficient, quality customer experiences.
• Manage the whereabouts and needs of every technician in the field.
• Record the results of each service call and create report summaries for senior management.
• Be professional and establish customer rapport, encouraging repeat business.
• Respond to customer requests, resolving issues, and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Update customers throughout the day on the technician’s progress.

Competencies for Success:

• Develop a proven track record in customer service.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Ability to build trust, diffuse conflict and hold others accountable.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor, with a sense of urgency, who also loves to win as a team.
• HVAC experience a plus, but not required