Dispatcher/Customer Service Coordinator

Horizon Services; Lower Providence Township (PA); On-site; USD 36,000 - 48,000; Full time

Job summary

Horizon Services is seeking a Dispatcher/Customer Service Coordinator to schedule and dispatch HVAC and plumbing technicians, answer calls from existing customers, and manage ticket information with accuracy.

The role emphasizes planning routes, following up on parts orders, and scheduling installations, with a strong customer service orientation and a team-focused environment.

Qualifications

• Two years of office or customer service experience; dispatch experience preferred.
• Professional appearance and strong interpersonal skills.
• Excellent customer service mindset and ability to handle inquiries.
• Ability to plan and schedule work and think on your feet.
• Team player with computer proficiency and willingness to learn scheduling software.

Responsibilities

• Schedule and dispatch HVAC and plumbing technicians; optimize routes.
• Answer incoming calls from existing customers with excellent service.
• Enter and verify ticket information in the system accurately.
• Create dispatch numbers for parts orders and follow up on orders.
• Schedule appointments for part installation and service visits.

Skills

Office experience

Dispatch experience

Professional appearance

Interpersonal skills

Customer service

Scheduling

Think on your feet

Team player

MS Office

Dispatch software

Tools

MS Office

Dispatch software

Job description

Position Title: Dispatcher/Customer Service Coordinator

Who are we?

We are Horizon Services. For over 30 years, we've been the trusted name in plumbing, heating, and air conditioning, offering an unmatched level of customer service and technical expertise. Behind that outstanding customer service and technical expertise sits our people. Our employees are the core of our business and our people-first culture ensures that we can deliver on the Horizon guarantee with each and every employee and customer we service. We believe that happy employees = happy customers!

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 Havre De Grace, MD location.

We are seeking someone to work Tuesday-Sunday 12pm-8pm.

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.

To be successful in this role, you must possess:

• a minimum of two years office/customer service experience (dispatch experience is preferred)
• A professional appearance
• Excellent interpersonal skills with the ability to interact with all types of customers
• Strong customer service 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.