Customer Service Specialist

Townsend Energy, Danvers, MA.

Founded in 1931, we are the local name you can depend on for energy and HVAC for residential, and light commercial heating and cooling needs. We are deeply committed to providing exceptional customer service, our customers are and will continue to be at the center of everything we do!

We are an equal opportunity employer.

We are deeply committed to providing exceptional customer service; our customers are and will continue to be at the center of everything we do!

We have an immediate opening for an Customer Service Specialist.

Job Summary:

The Service Dispatcher is responsible for coordinating and optimizing the service schedules for our HVAC divisions during the week. This position is an integral part of our operations team, working closely with other dispatchers, technicians, and customer service representatives to ensure timely responses to customer requests and maintain seamless communication between various departments.

Benefits:

- Medical Insurance with company contribution for individuals and family; FSA and HSA options

- Vision and Dental Insurance

- Basic Life and AD&D Insurance

- Long-Term Disability

- 401k with company match

- 80 hours of vacation accrued

- 9 Paid Holidays, including floating holidays

- Employee Assistance Program

- Group Insurance Discount available to Townsend employees for home, auto, renter's and recreational vehicles

- Discount on Townsend Energy products and services

- Group rates for elective insurance benefits - Disability; Accident; Life; Cancer; Critical Illness; Hospital Confinement; supplemental Dental

Job Title: Customer Service Specialist / HVAC Schedule Coordinator

Pay: $23.00 - $31.25 Per hour. We pay for experience

Work Hours: 7:30am - 4:00pm, Monday to Friday

Work Type: Full-Time

Location: Onsite in Danvers, MA

What you will be doing:

- Answering incoming calls, and emails

- Handling customers inquiries, providing professional and courteous responses. Ensuring all customer service requests are promptly addressed and scheduled for appropriate action

- Plans and optimize service routes to maximize efficiency and driving times while considering technician availability

- Scheduling service callsdispatching technicians

- Coordinate and schedule planned maintenance accounts

- Updating customers with service status / lead time for service calls

- Accurately update and maintain records of service calls, and customer interactions in dispatch software system

- Maintains constant communication with other dispatchers, technicians, and customer service representatives to relay vital information, updates, and changes in schedules.

Qualifications / Skills:

- 2 + years related experience in an office setting in customer service, dispatching, scheduling or equivalent combination of education and experience

- Familiarity with heating oil, propane, gasoline, diesel, HVAC, or power generator industry is advantageous

- Excellent communication skills and ability to remain composed under pressure.

- Strong organizational skills, attention to detail, and ability to prioritize tasks effectively.

- Proficiency in using dispatch software, GPS, and other relevant tools.

- High school diploma or equivalent

Learn more about us online: www.townsendtotalenergy.com