Description

As a Sr. Customer Service Agent, you will be providing cost evaluation and quotes for commercial customers while working directly with our HVAC / Refrigeration repair team.

Working from our office in Moorestown, New Jersey, you will be accountable for providing accurate quotes and estimates in a timely manner to our customers using our internal systems and communicate with customers and technician to maximize accuracy and drive sales opportunities.

What’s In It For You

• Work in a dynamic industry of HVAC / Refrigeration where the demand for great service is of a high priority.
• Work with a team of technicians, office staff, and leadership that is driven to provide exceptional service to our customers with a sense of urgency and high level of professionalism.
• Use your skills in communication and industry knowledge to provide solutions for our customers and technical staff.

What You Will Do

• Identify the various factors that are needed to complete a repair or install for a HVAC / Refrigeration customer including part needs and cost, labor and travel cost, freight cost and supply items needed to complete the repair.
• Communicate with the repair technicians and customer about these factors and deciding the best course of action to satisfy the customer’s and technician needs.
• Understanding of general HVAC / Refrigeration parts and function to better explain and understand the communications with the technician team and the customer.
• Work urgently to meet the needs of an emergency service business.

Minimum Qualifications

• General math skills to accurately understand parts margin applications, refrigerant lbs., and quote pricing to assure accuracy in final quotes and estimates.
• Analytical skills to analyze a project and finalize the repairs and materials needed to properly and efficiently complete an accurate quote or estimate.
• Detail oriented skills needed to create an estimate that includes all necessary items to complete a repair.
• Communication skills necessary to gain information from the technician team, create an accurate quote or estimate, and communicate it clearly to the customer.
• Customer Service understanding. This includes working with urgency, understanding customer stresses and needs, and working to resolve problems that arise.
• Mechanical knowledge. Though there is not the need to work hands on in repairs, the ability to understand the concepts of the equipment and mechanics of the equipment will help build an accurate quote / estimate.

Preferred Qualifications

• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
• Strong verbal and written communication skills and the ability to interact with field technicians, office staff and corporate level customers.
• Self-motivated and both detail and process oriented
• Minimum of four (4) years of experience in a mechanical, parts, HVAC, or emergency repair environment.

Office Location or Where Work Will be Performed :

100% Onsite at the office in Morristown, New Jersey.

Last updated : 2024-05-23