Service Dispatcher/Office Coordinator

ENG Heating & Cooling, Inc.; Akron (OH); On-site; USD 27,552 - 33,062; Full time

Benefits offered by this job

401(k) matching

Health insurance

Paid time off

Paid Training

Flexible Scheduling

Competitive Compensation

Job summary

ENG Heating & Cooling, Inc. in Akron, Ohio is seeking a Customer Service Representative to manage service job scheduling and assist customers. The role requires solid customer service experience, preferably in the HVACR field, alongside excellent communication skills.

Responsibilities include troubleshooting, documentation management, and customer complaint resolution. The compensation ranges from $20.00 to $24.00 per hour, alongside great benefits like 401(k) matching and health insurance.

Qualifications

• Proven experience in a customer service environment, preferably in HVACR contracting.
• Excellent oral and written communication skills.
• Self-starter with ability to work independently.
• Preferred knowledge of CRM software.
• Proficient in computer skills and general office equipment.
• Basic knowledge of HVACR technology.
• Current state driver’s license.

Responsibilities

• Schedule service jobs considering technician capabilities.
• Assist customers via troubleshooting and payment collections.
• Oversee warranty registration and documentation.
• Maintain relationships with office staff on problem accounts.
• Help resolve customer complaints in a timely manner.
• Perform related tasks as directed by the Office Manager.

Skills

Customer service experience

Excellent communication skills

Self-starter

Knowledge of CRM software

Proficient in Microsoft Office

Basic HVACR technology knowledge

Sales skills

Ability to assist technicians

Job description

Benefits

• 401(k) matching
• Health insurance
• Paid time off
• Paid Training
• Flexible Scheduling
• Competitive Compensation

Responsibilities

• Schedule service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Serve as main point of contact for incoming calls and assist and direct customers to help resolve their needs via troubleshooting, payment collections, dispatching, reviewing sales estimates, and escalating to other staff for additional assistance.
• Oversee warranty registration, documentation mailing, filing, safe record‑keeping, and processing of payments.
• Maintain a working relationship with other office staff on the collection of problem accounts, negotiating credit when applicable to build the customer base.
• Help resolve customer complaints in a timely, efficient and cost-effective manner, and report all incidents to appropriate leadership.
• Perform related staff‑level duties as directed by the Office Manager.

Qualifications

• Proven experience in a customer service environment, preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills, with the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and hearing‑impaired clients.
• Self‑starter with ability to work independently and as a team member.
• Preferred knowledge of CRM software.
• Proficient in computer skills, including Microsoft Office, online permit processing, and general office equipment.
• Basic knowledge of HVACR technology, including ability to support and advise on‑site technicians.
• Knowledge of HVACR‑related terms, training, job‑costing, marketing and sales.
• Skill and ability to sell service jobs and service contracts in a letter and on the phone.
• Ability to assist technicians scheduled for call duty in delivering prompt, efficient service to all customers.
• Current state driver’s license.

Compensation

Salary: $20.00 - $24.00 per hour.