What are the responsibilities and job description for the Customer Service Support Specialist position at Toms Mechanical Inc?
Customer Service Support Specialist (for HVAC/Plumbing Services)
Location: Pantego, Texas (Arlington, TX)
Reports to: Residential Service Manager
Division: Shared position between 04 – Residential Service and 05 – Residential Retrofit
About Tom’s Mechanical, Inc:
At Tom’s, we believe in caring for our customers as well as our employees. Our long tenures are the proof of satisfied team members. We have employees that have been here well over 20 years. Our culture is highly valuable to us, and that is why we enjoy coming to work every day. We invest in our employees with training, career development and more. We are seeking professional and personable representatives that are passionate about assisting our customers and allowing them to fully enjoy the comfort of having their quality HVAC and efficient plumbing.
Job Summary:
The Customer Service Support Specialists’ main priority will be answering phones and providing exceptional service to our customers. They will also support operations by performing various tasks such as warranty registration, invoice processing, scanning, and other data entry operations. This position requires someone who can work well with customers and other team members in a fast-paced environment.
Position Duties & Responsibilities:
- Answering phones and maintaining appropriate and professional communication with all Tom Mechanical, Inc.’s customers
- Processing service and install invoices
- Warranty registration
- Data entry/scanning
- Receiving and maintaining PSA renewals
- Handling payments
- Provide great customer service by working successfully with our customers and teams to ensure effective dispatching while maintaining a productive schedule without unnecessary delays
- Perform any other office related duties as assigned
- Be able to work Monday through Friday from 8am until 5pm
Required Skills/Abilities:
- Maintaining a safe working environment
- Professional and courteous verbal and written communication skills
- First-rate interpersonal and customer service skills
- Excellent attention to detail
- Solid time management skills with ability to meet deadlines
- Strong problem-solving skills
- Ability to prioritize tasks
- Ability to function well in a fast-paced, demanding, and/or strenuous environment
- Proficient computer skills, including Microsoft Office Suite
- From interview to last day of employment, the ability to pass a 10-panel drug screen
- Continual ability to pass a background clearance verification
- Neat, clean, and professional appearance during working hours
- Strong work ethic and behavior
Education and Experience:
- High School Diploma, GED and/or a certification from an accredited technical school
- Customer Service experience a plus
- Residential HVAC/Plumbing experience a plus
Physical Requirements:
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Must be able to:
- Withstand prolonged periods of sitting at a desk and working on a computer, answering phones
- Use repetitive motions
- Lift up to 15 lbs.
- Reach over head with ease
- Complete job with safety in mind for all involved and communicate any issues to the assigned SME that could lead to safety concerns prior to completing tasks
