CSR – Customer Service Representative

Duties & Responsibilities

REPORTS TO: HVAC SERVICE MANAGER

CORE RESPONSIBILITIES:

• CSMT is seeking a full-time Customer Service Representative to assist our dedicated team of HVAC service providers. The successful candidate will be responsible for providing outstanding customer services to our loyal clients.
• Maintain the service technicians daily schedules and dispatch the technicians as service calls are completed. Debrief technicians after each service call. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times.
• Geographical knowledge of service area or map reading skills. Schedule, coordinate, and create…dispatch orders for all service calls as calls are received. Respond to online leads from different marketing platforms.
• Maintain the CRM, (P3) dispatch software schedule, and forecast workload 2-5 days out minimal. Contact customers with a “Parts pending” status as parts are received for scheduling. Follow up on all pending and recommended work with customers utilizing the pending work log.
• Update customer files as information is received from installation. (Extending warranties, equipment info, commission reports, new customers, etc.) Update customer accounts with correct information including deactivating old phone numbers and email. Maintain the Comfort Club maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files, and renewals.
• Maintain an on-call schedule to include 1st on-call technician. Ensure that the correct technician with the appropriate skill set is sent to the correct service call to maximize gross profit and minimize travel time. Respond to all service emails promptly with professionalism.
• Contact technicians when the Technician is running behind schedule and possibly reschedule if needed. Other duties as assigned by the Service Manager. Assist Technicians with quotes, routing, and help on the job promptly
• Collect Payment, Service Billing, financing, etc.
• Ability to offer products & services to customers, (IAQ, upgrades, replacements, extended warranty, maintenance contracts, financing, etc.)

Requirements

EDUCATION AND EXPERIENCE:

• 5 years related experience and/or raining in customer service, dispatching, or project management, or an equivalent combination of education and experience is required.
• Knowledge of the industry is recommended but not required, High school diploma or general education degree, (GED). Requires proficient computer skills.
• Advanced level knowledge of software technologies, such as iOS, Android, and Windows OS, CRM Software, (P3), Office 365, Word, Excel, and QuickBooks.

CANDIDATE PROFILE:

• A self-starting highly motivated and goal oriented individual.
• Excellent attention to detail with emphasis placed on quality.
• Very organized with a systematic approach to achieve accuracy and efficiency.
• Well-developed interpersonal skills.
• Professionally and technically competent.
• Confident, assertive, ethical, and ambitious
• Analytical with the ability to examine issues from multiple viewpoints while multi-tasking.
• Work well with others.
• Job Type: Full-time M-Th 7:30am-5:00pm, Fri-7:30am-3:00pm w/1hr Lunch, Shift times subject to change.
• CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.

Benefits & Perks

• Competitive wages start at $22.00 per hour.
• Continued education
• Employee referral bonus program
• Employee Recognition Program that provides bonuses and, or paid time off when employees provide exceptional service to the company and our customers.
• Medical Insurance – we pay 60% of your health insurance premiums (health insurance is available the first day of the month after your first 60 days).
• Dental, Vision, Accident Insurance are also available.
• 401K Plan available after one-year.
• 6 paid Holidays after one-year employment
• 40 hours vacation time after one-year employment, increasing yearly, max: 80.0hrs
• Our family of employees participate in hunting trips, camping trips, BBQ’s, and other fun activities throughout the year.