Customer Service Representative/Dispatcher

Customer Service Technician/Dispatcher

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, efficient Customer Service Representative/Dispatcher with an eye for detail and a high level of accuracy. We need 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
• Amazing 401k
• 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.
• Strong verbal and written communication.
• 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
• A High School Diploma/GED is required

We are an equal-opportunity employer.