Position Summary: Position acts as liaison, provides Product/Service information and resolves any emerging problems that our Customers may face with accuracy and efficiency.
Job Duties/Responsibilities:
- Answer incoming phone lines and handle requests for residential HVAC service.
- Identify and assess customers’ needs to achieve satisfaction.
- Efficiently dispatch service technicians using GPS data. Provide accurate, valid, and complete information using the correct methods/tools.
- Schedule service agreement visits.
- Handle customer complaints, provide appropriate solutions and alternatives with the time limits; follow up to ensure resolution.
- Monitor A/R balances and follow up with customers as needed.
- Escalate customer service and billing issues to General Manager when necessary.
- Review technician time sheets submitted daily.
- Assist in inventory tracking.
- Transferring parts from delivery, to MWH, to tech trucks, then to each service call.
· Quote, sell, and create Service agreements.
· Support a safe work environment for all office and field employees.
· Other job duties as assigned by manager.
Qualifications:
· Detail-oriented and Organized-you make a point to complete your work correctly, including reviewing your work and asking questions when you need to.
· Service minded-you make sure to return calls and emails in a timely fashion. Help resolve any issues quickly that fall within the scope of work for your job. You enjoy interacting with clients and meeting their needs.
· Knowledgeable and clear about HVAC service lingo, processes, parts, warranties, rebates and promotions. You make a point to learn all there is to know about the business including how you can create efficiency and winning service through excellent job performance.
· Excellent communication skills and a team player.
· Able to adapt to change.
· Good at time management and organizational skills.
· Ability to prioritize and multi task.
· Able to take direction and course correct when necessary
· Positive attitude and professional demeanor.
· Proficient on MS Application with the ability to learn and quickly apply new computer skills.
· Can pass a background check and pre-employment drug screen.
· Courteous and friendly with excellent customer service skills.
· Strong work ethic.
Education and Experience:
· High School/GED Diploma
· Associates or University degree preferred
· 1+ years of relevant applicable work experience
· Previous HVAC or dispatching experience a plus.
Physical Requirements:
· Ability to work 7:30 am to 5:00 pm Monday through Friday, with overtime as needed by the General Manager.
· Ability to occasionally lift up to 15-20 pounds.
Job Type: Full-time
Pay: $15.00 - $18.00 per hour
Expected hours: 40 – 45 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person