CSR - Customer Service Representative

Welcome to Avery Heating & Air Conditioning - "Reliable Comfort, Trusted Service"

At Avery Heating & Air Conditioning, we've been proudly serving our community since 1971. We are a family-owned company known for our commitment to providing reliable comfort and trusted service. We would love for you to apply and become a part of our team!

Position Summary:

The Dispatcher/CSR acts as a liaison between customers and service technicians, providing product/service information. This role is vital for ensuring the efficient dispatching of service technicians, as well as supporting scheduling, customer satisfaction, and overall operational efficiency.

Job Duties/Responsibilities:

• Answer Incoming Phone Lines: Handle requests for residential and commercial HVAC service, ensuring customer needs are addressed promptly.
• Dispatch Technicians: Efficiently dispatch service technicians using GPS data. Provide accurate, valid, and complete information to technicians using the appropriate methods/tools.
• Schedule Service Agreement Visits: Organize and schedule seasonal maintenance and service agreement visits to ensure timely and efficient service.
• Accounts Receivable (A/R): Monitor and manage A/R balances. Follow up with customers on outstanding balances as needed, ensuring accurate and timely payments.
• Escalate Issues: Escalate customer service and billing issues to the General and Office Manager as necessary for resolution.
• Review Technician Timesheets: Ensure technician timesheets are submitted and reviewed daily for accuracy.
• Create Service Agreements: Quote, sell, and create service agreements to enhance customer satisfaction and business growth.
• Support a Safe Work Environment: Promote and maintain a safe work environment for both office and field employees.
• Additional Duties: Perform other job duties as assigned by the Office Manager or General 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 is a plus but not required. 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 multitask.

· 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, but not required.

· 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 or Office Manager.

· Ability to occasionally lift up to 15-20 pounds.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $15 - $18