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.
Expected hours: 40 – 45 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
2 years
Shift:
Day shift
Weekly day range:
Monday to Friday
Work setting:
In-person
Office
