Job Description:
The duties and responsibilities of the position will consist of, but are not limited to, the following:
Responsibilities:
-
Consult with customers by telephone or in-person to provide information about products or services, book calls, update customer files, or obtain details of and find resolutions to complaints
-
Check to ensure that appropriate changes were made to resolve customers' problems
-
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
-
Refer unresolved customer grievances to designated department leads for further investigation
-
Determine charges for services requested, collect deposits or payments or arrange for billing
-
Contact customers to respond to inquiries or to notify them schedule adjustments
-
Solicit sales of new or additional services or products
-
Check in shipped parts, and schedule with customer
-
Assist technicians with current jobs, purchase orders and rescheduling appointments
-
Assist with registration and permits for installs
-
Track incoming service calls and assign the appropriate technician to the job
-
Relay work orders, messages, or information to or from work crews, or supervisors
-
Coordinate service technician arrival times with customers
-
Communicate with customers after work is completed to ensure 100% customer satisfaction
-
Manage and update customer database with complete and accurate information
-
Oversee service technician’s daily schedules and make updates as needed
-
Respond positively to calls from customers to understand their needs and effectively schedule work orders
-
Provide exceptional customer service to customers
-
Communicate clearly and efficiently with customers and technicians
-
Excellent customer service skills
-
Highly self-motivated to complete tasks in a timely manner
-
Geographical knowledge of service areas or map reading skills
-
Other duties as assigned
Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.