Customer Service Representative - Residential HVAC

Job DetailsLevel: ExperiencedJob Location: Main Office - MORTON, PA 19070Position Type: Full TimeCustomer Service Representative – Residential HVAC   At Oliver, we believe where you work matters just as much as what you do. As a family-owned company, we’ve built a culture where people are known by name, supported by leadership, and treated like part of the team—not just a number. We combine the feel of a close-knit company with the systems and resources that help our employees succeed every day.  We are currently seeking a Residential HVAC Customer Service Representative to join our premiere call center team! Candidates must be enthusiastic and outgoing with a passion for delivering an exceptional customer experiences and providing solutions.   The shift for this position will be: Tuesday - Friday: 12pm - 8:30pm - Saturday: 9:30 - 5:30pm At Oliver Heating & Cooling we believe our greatest asset is our people. We are a Golden Rule company and 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.   Job Duties: Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Schedule customer appointments Make outbound calls to customers. Call volume of 80 in/outbound calls daily Perform data entry operations. Providing top-level customer service and follow up with customers. Work with customers and handle escalated customer issues. Perform other duties as assigned.  Qualifications Shift: Tuesday - Friday: 12:00pm - 8:30pm - Saturday: 9:30-5:30pm  Knowledge of Excel and Word is required, Service Titan experience strongly preferred. Able to work schedule: Tuesday - Saturday (Tue-Fri: 10am - 6:30pm ; Sat 9:30am - 5:30pm) 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. 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 plus) 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.    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.   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 55 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***