What are the responsibilities and job description for the Call Center Representative position at Jerry Kelly Heating and Air Conditioning, Inc?
We are currently seeking a detail-oriented, customer-focused Customer Service Representative to join our team. The individual in this role will be responsible for managing service calls, customer calls, dispatching technicians, and optimizing operations to increase profitability. You will serve as the primary point of contact for our customers, and ensuring their needs are met promptly. Additionally, you will play a crucial role in dispatching our skilled technicians to provide on-site support. While previous dispatch experience is not required, candidates should possess excellent analytical and communication skills, as well as a keen interest in learning about the HVAC industry.
Employee Benefits
- FREE Health, Vision & Dental Insurance for Employees
- Supplemental (Aflac) available
- 401K Retirement Plan with 4% Company Match
- PTO at 6 Months
- 7 Paid Holidays Each Year
- Career Growth Opportunities
- Fun & Friendly Work Environment
- FREE Life Insurance
- FREE Short-Term Disability
RESPONSIBILITIES
- Communicate with every customer in a courteous and professional manner.
- Continuously answer the phone to assist customers.
- Reply to online communications, emails answering service, website chats and text messages.
- Represent the company professionally, honestly, and ethically in all business matters/concerns.
- Communicate with customers through inbound and outbound calls.
- Maintain and update customer database when warranted.
- Maintain communication with technicians throughout service visits, adjusting dispatching as necessary to accommodate unexpected situations or emergencies.
- Utilize dispatch software to track service calls, technician routes, and availability, adjusting schedules as needed.
- Keep detailed records of service calls, technician routes, and customer feedback, using this data to identify areas for improvement.
REQUIREMENTS
- Problem solve
- Pay attention to detail
- Follow established guidelines and procedures
- Multi-task and work effectively in a fast-paced environment independently
- Be proficient in required business software applications once trained
- Sit and work for extended periods of time
- Use a computer for extended periods of time
- Lift up to 25 pounds
- Ability to pass drug screening and background check
- No criminal record
- Willing and able to work a flexible schedule that could include evenings, weekends, and on-call holidays
- No visible tattoos (must be able to be covered up while working)
- Valid Driver's License
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
