Who We Are:

Expert Home Service is a growing, military veteran owned company providing premium HVAC systems to residential, commercial & refrigeration customers in Florida. Expert Home Service is committed to hiring exceptionally driven team members committed to excellent customer service and quality. Expert Home Service provides opportunities to work with the best to grow your career, increase your take home pay, and be part of a tight knit team.

Summary Job Description:

Expert Home Service is looking for a Customer Service Representative-Dispatcher-Office Manager to help us continue our growth as a company. We recognize the quality of our people enables this growth and now is your chance to join our team! This position will handle customer service requests via phone, online submissions, texts, and online marketing requests. This position will manage a large volume of inbound and outbound inquiries, and scheduling for all Expert Home Service services. To be successful in this position, the candidate must have a strong sense of urgency and superior customer service skills. We have a set of high standards for job qualification and job performance. The candidate must have strong skills and a willingness to learn and grow with the company.

Compensation:

1) Hourly Rate: $30 - 35 / hour depending on skills and experience

2) Overtime: This role is eligible for overtime pay

3) Commission in addition to hourly pay:

a. On a weekly basis you will be awarded 4% of the purchase price a customer pays for a new air system replacement or installation you play a significant role in selling to the customer. This will most likely take the form of answering customer questions, advising the customer on our workmanship quality and expertise, and overall providing the customer the confidence to choose Expert Home Service as their AC service provider. These commissions will be paid on the week following the successful installation of the sale and receipt of the customer’s payment.

b. On a weekly basis you will be awarded a $15 commission for each new maintenance plan membership you sell to a customer. Customer renewals of expired/existing maintenance plan memberships do not count towards this commission.

c. On a weekly basis you will be awarded a $25 commission for each permit inspection you close through coordination of successful inspection with municipal inspectors.

Role Description:

As the Customer Service Experience Representative (CXR) Dispatcher - Office Manager you will fulfill the vital roles of taking inbound and making outbound calls from and to customers. You will follow scripted frameworks to conduct inbound and outbound calls to ensure a consistent and high quality level of customer service is delivered. Additionally you will schedule and dispatch technicians to scheduled appointments based on technician skill and ability and travel route efficiency. You will also be responsible for ordering materials for scheduled jobs as well as coordinating permit applications and inspections as applicable. You will also be responsible for invoicing jobs to customers both residential and commercial, as well as some bookkeeping functions to ensure accurate monthly financial reporting. As the person answering the phone for Expert Home Service, this role is most often the very first interaction a new customer has with the company and it is during this phone call where the customer’s first impressions are formed about us. Therefore this position requires and demands a cheerful attitude and highly professional demeanor when interacting with customers.

Highlighted important requirements of the role:

a. A Multitasker: Able to handle multiple projects and tasks in a fast-paced environment

b. Detail Oriented: Able to pay attention to the minute details of a project or task

c. Efficient: Able to work in a fast-paced environment and handle multiple projects and goals

d. Competitive: Able to strive to get ahead, finish projects, and exceed goals for monetary incentive

e. Goal Oriented: Able to focus on a goal and obtain a pre-determined result, achieving all necessary KPIs and exceeding metrics

f. Communicative: Able to communicate information via writing and spoken word clearly and concisely

g. Customer Oriented: Able to take care of customer needs while following company procedures

h. Problem Solver: Able to find a solution for or to deal proactively with work-related problems

i. Professional: In the way you speak, dress, and act.

j. Ability to thrive working independently

k. Self-starter / Self-motivated work ethic

l. To adequately perform the duties of this job the employee is regularly and routinely required to sit, stand, walk, stoop, use hands to finger, handle controls; hear, and talk. The employee frequently is required to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.

m. The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.

Working schedule

This is an At-Will, hourly position. Expert Home Service provides an essential service to our customers, and the expectation is that our team is ready to support customer needs outside of official hours of operation including evenings and weekends when the situation requires. Due to the seasonal nature of this work, we expect our team to be ready and willing to work weeks in excess of 40 hours in the summer. We expect our team members not to request time off in the summer. This role is an ‘in-office’ position that requires you to report for work no later than 7:30am CT each work day. Your normal shift is an 8 hour work day with a 1 hour unpaid lunch break that can be taken as divided segments, or a singular one hour duration break. It is expected that you coordinate when your lunch break will be with your leadership so that the company can ensure there is reception coverage for our phones during all times.

Expert Home Service is an equal opportunity employer.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Experience:

• Dispatching: 3 years (Required)

Ability to Relocate:

• Clermont, FL 34711: Relocate before starting work (Required)

Work Location: In person