Customer Service Representative - Residential HVAC

Customer 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.

• 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***