Customer Service Representative

Dispatcher

Rogue Valley Heating, Cooling, and Electric is looking for a Customer Service Representative to join our team.

We want the best of the best to join our team! We offer competitive pay with great benefits and perks for our hard-working team members. At Rogue Valley Heating, Cooling, & Electrical, we understand the importance of family and providing work/life balance in a positive, upbeat, and supportive, diverse culture, environment. We are stewards for our brand to serve our communities with the best relationships and service. Our company is owned and managed by people who have been in the industry for many years, so we understand the position, the expectations, the challenges, the responsibilities... and we are here to support and work with you every step of the way!

We are currently seeking a detail-oriented, customer-focused Dispatcher to join our team. The individual in this role will be responsible for managing all inbound calls and optimizing operations to increase profitability. You will serve as the primary point of contact for our customers, and ensure their needs are met promptly. Additionally, you will play a crucial role in assisting our staff and our skilled technicians by providing on-site support. Candidates should possess excellent analytical and communication skills, as well as a keen interest in learning about the HVAC industry.

Compensation: $15 - $25 per hour, DOE

Schedule: Monday Friday, overtime as needed in peak seasons.

Work Location: Grants Pass, OR. This is an onsite, in-person position.

Benefits:

• Company paid Medical
• Company paid Dental
• Company paid Vision
• Company paid Emergent Medical Transport program
• Life Insurance
• 401k with company match
• Paid PTO
• Bonus programs, for eligible positions
• Company vehicle and gas card, for eligible positions

Responsibilities, include but not limited to:

• Provide exceptional customer service to clients, addressing inquiries and resolving issues in a timely and professional manner.
• Maintain inbound and outbound calls and update customer database as necessary.
• Reply to online communications, emails answering service, website chats and text messages.
• Keep detailed records of service calls, technician routes, and customer feedback, using this data to identify areas for improvement.
• Work in cooperation with staff to provide back up support for responding to customer inquiries about schedules, lead times, equipment service, invoicing, and preventative maintenance service inquiries.
• Oversee scheduling, look to optimize opportunities and assist tech efficiency in the field.
• Review all Service invoices and time sheets daily to ensure quality service and appropriate procedures.
• Regular check-ins with Office/Service Manager for collaborative workflow and productivity.
• Perform administrative duties as assigned.
• Provide support to the Call Center team.

Qualifications:

• Must have 2+ years of relevant demand service experience in the communications industry.
• Prior call center and/or HVAC industry experience is preferred.
• Proficiency navigating computer programs.
• On-the-job training and/or continuing education provided.
• Advancement opportunities.
• Have verifiable work history and references.
• Able to communicate professionally, clearly, and concisely with other team members, management, and customers in person, by phone and email.
• Must be highly motivated, detailed oriented, able to multi-task, be highly skilled in problem solving and accurate resolutions, have a keen sense of urgency, be flexible, and demonstrate the ability to follow through on tasks timely and effectively.
• Have a great attitude that blends well with a fast-paced, goal-driven environment.
• Must provide an exceptional customer experience.
• Must be punctual with a clean presentation of them self and be prepared to work every day to provide reliable support for your team with excellent timeliness and attendance.

Our company grows every year, which means we're looking for and building future crew leaders and managers! Let us work with you to put you on a career path. "We like what we do, and you will too!"

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.