Customer Service Representative / Dispatcher

Customer Service Representative / Dispatcher

Owens Companies is headquartered in Bloomington, MN and brings over six decades of experience to each building we service. We are the leading fully integrated, single-source mechanical contractor in the Twin Cities.

The Customer Service Representative / Dispatcher is someone with a customer-first mindset, who wants to go the extra mile for our customers and will support the senior dispatcher. The understanding of how to navigate a conversation and get to what someone truly needs is a must.

Core Values

Integrity. We listen to our customers and offer solutions at a fair price.

Pride. We maintain the Owens brand in the Twin Cities by providing unique solutions to unique problems.

Experience. We employ highly skilled and trained union technicians with industry expertise.

Growth. We provide an environment for all employees to reach their maximum potential.

Essential Duties:

• Support Service Dispatchers and Operations Team.
• Answer HIGH volume of calls, listening intently to the caller’s information.
• Assess and prioritize calls according to the urgency and escalate as necessary.
• Analyze data from previous work orders.
• Help locate and generate leads for new jobs.
• ALWAYS provide 5-star service.
• Provide introductory information to new customers.
• Follow up with clients or customers to check that they’re still satisfied with all services.
• Let customers or clients know about additional services offered.
• Determine the quickest, most effective ways to answer a client’s or customer’s
• Troubleshoot common issues with a product or service.
• Follow up on the status of parts with the vendor on order.
• Call all customers for the next day to confirm the appointment; verify start time and POC.
• Ensure all customers’ information is updated and accurate.
• Escalate concerns from the field team and customer to appropriate managers.
• Interact with the sales team to assist with all customer communications.
• All other duties assigned.

Skills:

• Ability to exercise independent judgment and discretion.
• Flexibility to work productively both solo and as a team member.
• Ability to work under stress and remain calm during rapidly changing circumstances.
• Strong work ethic and eagerness to learn.
• Ability to relay information accurately in a fast-paced environment.

The Ideal Candidate:

• High school diploma or GED certificate required.
• Experience in a similar role in HVAC service
• STRONG organizational, multitasking, and communication skills.
• Computer proficiency with experience using Microsoft Outlook and Office.