Customer Service Rep / Dispatcher

PDM Group has a proud company history that dates back to 1935. One of our Founding Companies, Hearnen Air Conditioning was one of the first factory distributorships set up by Willes Carrier. We are a leading Industrial and Commercial Air Conditioning Heating and Ventilating Service provider. Our business was founded on responding quickly to our customer's needs, delivering good quality service and producing a positive result for our customers. We have an office with a fully staffed Service Department in Cranbury, NJ which provides HVAC Service and Maintenance to the Tri-State Area and beyond including Maryland which covers Metro Washington, DC and Northern Virginia.

PDM Group has made its name providing the highest quality Engineering, Design Installation and Service.

Our Engineering and Installation Department specializes in Design Build Applications from the simplest to the most complex including air conditioning, heating, piping and process systems guaranteed to meet your specifications.

PDM Group sells, installs and services all major brands of HVAC Equipment including Process and Comfort Chillers. We specialize in control systems including Building Automation, Process Chillers, and Cooling Towers for the Plastics Industry and specialty equipment such as Desiccant Dehumidifiers for the Food, Pharmaceutical and Process Industries, Humidification Systems and Data Center Cooling Equipment.

We set high standards for all our employees and sub-contractors. Their attitudes and skills are expected to reflect our company's commitment to exceed your expectations in everything we do.

Now is the time to join the PDM Group!

Customer Service Representative (CSR) / Dispatcher

POSITION OVERVIEW:

The CSR/Dispatcher's responsibility is to complete intake of customer information and coordinate internally to ensure proper work execution. Additionally, corresponding with technicians in "real-time" to complete close out process to help maintain the quality of services to our customers.

RESPONSIBILITIES:

Plan, schedule, and dispatch technicians to the appropriate customer, based on technician's skill set, location, and priority of customer needs

Answer phone calls for customer service requests; provide customers with the appropriate timing for when the technician will arrive onsite

Reference client service history for new work orders created to ensure proper authorization, credit limits/payment information/COD status, and identify any possible discrepancies

Provide hourly rates, pricing holds, and take payment information when applicable

Create, open, assign, and/or close work order requests

Real time updates via notes in each work order description

Review technician descriptions on completed work orders for overall literacy, grammar, and spelling

Correspond with technicians to ensure proper close-out of service calls prior to being dispatched to next call

Utilize GPS tracking software to run truck reports, cross reference ticket times, and provide system generated reports when required

Route calls to the appropriate departments/individuals

Maintain service department filing

Other duties as directed

MINIMUM QUALIFICATIONS:

Education/Experience:

2-3 years of customer service experience in a sales/office/corporate setting

Preferred Qualifications

High School diploma or GED

Construction/Mechanical/Service industry experience

Ability to work as a team player

Ability to multitask in a fast-paced environment

Verbal & written communication skills

Attention to detail and organization

Proficiency in Microsoft Word, Excel, & Outlook

*** REWARDING YOUR PERFORMANCE ***

Competitive salary, commensurate with experience

Ability to accrue vacation time

Company paid holidays

Individual medical/dental/vision coverage

401k plan with Company match

Company paid life insurance

Continuing education and training opportunities

Website link:

PDM Group is an Equal Opportunity Employer with a strong commitment to the achievement of excellence and diversity among its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.