• Are you a customer service or dispatch professional that is able to display empathy, while still being assertive?
• Are you able to learn quickly, prioritize, and think ahead to plan your next move?
• When you see a stranger drop money from their pocket, do you yell and run after them to hand it back to them?

Well, then you might just be the newest member to our team!  Read on, and please apply if you are interested and a match.

Join us at Morris-Jenkins.  Our company culture is unmatched (we know how to have fun!).  See for yourself by viewing the Morris-Jenkins YouTube Channel.  Help us help our customers feel comfortable in their own homes!

Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 57 year trend of growth and stability.

We are looking for a well-qualified individual that is able to work this unique schedule, which is full-time with overtime potential, 10 hour shifts (1:30pm-midnight), 4 days per week covering all weekends (Sat/Sun) and 2 more weekdays each week; likely Mon-Tues.

JOB DESCRIPTION:

Arranges and dispatches daily activities for over 50 Service Technicians; provides and maintains exceptional customer relations; problem resolution and time management.  Under the general supervision, responsible for relaying accurate information via online chat, telephone, or email to Service Technicians, Field Service Supervisors, and Customers.  Responds to customer request by prioritizing and dispatching Service Technicians.  Contacts customers to verify appointment date and time or rearranging schedule changes, if needed.

JOB RESPONSIBILITIES:

• Partners with Service Technicians, Field Service Supervisors, and Customer Service Representatives to provide customers with service, as outlined in department policies and procedures
• Addresses customer concerns and ensures a timely resolution to their problem
• Works effectively with Dispatcher Director, Service Manager, and Field Supervisors to ensure customer service and company objectives are met
• Matching the best suited job to the most appropriate Service Technician, considering several factors, such as specialty expertise and geography
• Dispatches to Service Technicians timely and accurate information for incoming customer orders, order status, and information regarding assignments
• Processes customer orders/changes according to established policies and procedures
• Responds to customer inquiries via telephone, partnering with all departments to meet and exceed customer service expectations
• Follows scripts provided to overcome objections and capture appointments
• Works closely the Service Technicians, Installation Department, Customer Service Representatives, Warranty, and any other department needed to resolve a customer issue to repair and/or troubleshoot a customer’s HVAC equipment in accordance with established policies and procedures
• Provides timely feedback to company regarding service failures or customer concerns
• Maximizes capacity of the scheduling board by scheduling part installs, moving calls up when running ahead of schedule, etc.
• Performs other related duties, as assigned by Supervisor

MINIMUM JOB REQUIREMENTS:

• 1+ years of Customer Service or Dispatcher experience
• Time Management:  ability to organize and manage multiple tasks efficiently
• Strong computer skills
• Strong interpersonal skills with the ability to tactfully and diplomatically diffuse contentious situations
• Strong customer orientation with ability to display empathy while being assertive
• Exceptional verbal and written communication skills in English language
• Ability to learn quickly, think proactively, recognize & establish priorities, and use independent judgment
• High performance team player that functions well in a busy environment
• Commitment to company values
• Able to work well under pressure

PREFERRED JOB REQUIREMENTS:

• 2 years of HVAC Service Customer Service or Dispatch experience
• High School Diploma or GED
• Bilingual in English & Spanish

Morris-Jenkins is proud to offer:

• Competitive pay ($15/hr + performance bonus potential)
• Advancement opportunity
• Continuous training & professional development
• Generous PTO (Paid Time Off) awarded
• 7 paid holidays
• Medical, dental, vision, life, long & short term disability insurance and a flexible spending account
• 401k Retirement plan

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl: talk or hear; taste or smell. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May require substantial movement (motion) of the wrists, hands, and/or fingers in a repetitive manner, including use of a keyboard for typing and/or mouse for pointing.

WORK ENVIRONMENT:

While performing the duties of this job the noise level is usually moderate; May require extensive use of a PC to access data and customer information; Maintain confidentiality with customer information.