Residential Service Dispatcher

Oliverheatcool; Pennsylvania; On-site; Full time

Job summary

A leading company in HVAC seeks a Residential HVAC Dispatcher to manage service appointments and dispatch technicians. The role requires excellent customer care skills and organizational abilities. Join a supportive work culture that values professional growth and offers a comprehensive benefits package.

Benefits

Comprehensive medical/dental

401(k) with company match

Short/long term disability

Life insurance

Paid time off

Holidays

Qualifications

• Minimum of 3-5 years office/customer service experience.
• Ability to adapt to new AI software.

Responsibilities

• Schedule and book service appointments with clients.
• Confirm appointments and inform clients of delays.
• Dispatch and schedule service technicians based on needs.

Skills

Customer Care

Communication

Organizational Skills

Interpersonal Skills

Time Management

Education

High School

Tools

Excel

Word

Service Titan

Job description

Job Details

Level: Experienced

Job Location: Main Office - MORTON, PA

Position Type: Full Time

Education Level: High School

Salary Range: $18.00 - $25.00 Hourly

Travel Percentage: None

Job Shift: Any

Job Category: Admin - Clerical

Description

Residential HVAC Dispatcher

Oliver Heating & Cooling, Morton PA seeks a Residential Home Service Dispatcher 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.

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

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 a commitment to our employees translates into success for everyone.

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 strongly 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.
• Physical Requirements: sitting prolong periods, standing, bend, type, hear, ability to communicate effectively both verbally and written, typing/data entry.

Hours: SECOND SHIFT – Tuesday – Saturday

• Must be available for Tuesday -Saturday shift: 10am-6:30pm (Tue-Fri); Saturday9:15am-5:30pm

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***