What are the responsibilities and job description for the HVAC Customer Service Representative position at One Hour Air Conditioning and Heating?
One Hour Air Conditioning and Heating Offers:
- PTO Accruals begin on Day 1
- Medical, Dental, Vision options as well as Company Paid for Life Insurance
- IRA Match up to 3%
- A Culture that is different than anywhere you've ever worked
- Flexible working hours
- Leadership Development Classes
- Growth Opportunities with a Fast Growing Company
Are you looking for a career you love with plenty of room to grow? Do you value company culture, enhancing the customer experience and truly having an impact on the business? Join our team at One Hour Air Conditioning and Heating. We are looking for someone who has a strong desire to meet/exceed goals. Someone who is highly motivated and understands how their role influences those you work with daily.
The Customer Care Representative ensures that the first interaction a client has with our organization is first rate in terms of service quality. The CCR provides options for service appointments, sales appointments and is required to hold call center performance metrics that is required in the organization.
Primary Responsibilities:
- Schedules technician return trips with customers to complete jobs after part arrives
- Answer inbound calls
- Use scripting to capture each lead coming in and to overcome any objections
- Selling membership maintenance plans
- Answer phones/dispatch afterhours
- Enter service calls, generate calls, schedule calls
- Follows up and schedules preventative maintenance service appointments
- Effectively managers conflict resolution with clients through clear communications, addressing all concerns, questions, or problems expediently
- Participates in company sponsored training classes
- Heavy outbound calling in non-peak season
- Follow up on past recommendations to obtain more jobs
- At the request of the Call Center manager, may be required to perform administrative duties to assist with the overall efficiency of the operation
- In cooperation with the Dispatcher or in back up role
- Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing and general inquires.
- Maintains a professional image at all times by:
- Following safety policies and procedures
- Abiding by all standards of performance and code of ethics
- Maintaining a courteous demeanor with all customers and associates
Requirements:
- Minimum 2 years of experience in customer service setting (high call volume 1 plus)
- Advance communication and customer service skills
- Valid Driver’s License, clean background, ability to pass a drug test
- GED or High School Diploma
- General office environment
- Ability to sit for long prolonged periods of time
- Ability to work under stressful situations and may be exposed to verbal confrontations
- Must be able to work extended hours, nights, weekend, or holidays
- Bi-lingual a plus but not required
***One Hour Air Conditioning and Heating is an Equal Opportunity Employer: Applicants will be considered regardless of race, color, religion, gender, national origin, citizenship status, sexual orientation, age, marital status, veteran status, or the presence of a medical condition or disability.***
