Part Time Customer Experience Specialist

Position Summary

The Scheduling Position is responsible for both acquiring and providing information from and to customers in response to inquiries about products and services.  In addition to assisting customers with the scheduling of said services, the positions must access and seek solutions to any customer problems. The position coordinates the customer schedules based upon receipt of ordered parts, services, and maintenance. The position will strive to meet the standard of care laid out in our mission statement and encourage their team toward this and other key performance indicators. The position will work in conjunction with the team to support and provide calls for all service techs, maintenance techs, Comfort Advisors, and Installers. There will be an afterhours on call portion to this job, as well.

Essential Duties and Responsibilities

• Professionally handles incoming and outgoing calls. 
  • Verifies current account information (address, phone, email, equipment and warranty info), makes needed corrections 
  • Troubleshoots customer issues 
  • Directs appropriate response according to customer needs including, but not limited to, scheduling call of service or maintenance call. 
  • Ability to maintain 50 incoming/outgoing calls per day  
  • Verbally guiding customer through basic diagnostic steps. 
  • Educates customer as needed to solve current issue or prevent unneeded service calls 
  • Maintains balance between company policy and customer benefit in decision making  
• Offers products and services when appropriate. 
  • Clearly communicates the importance of regular maintenance of A/C equipment to customer 
  • Has working knowledge of all agreements and can communicate clearly to customer 
  • Offers appropriate new agreements and updates current ones as needed 
  • Offers appropriate accessories and products  
• Ability to learn through ongoing customer service development and training 
  • Current and ongoing basic understanding of A/C & Heating systems 
  • Always thinking of how to improve both personally and as a team. 
• Strives to meet or exceed given Key Performance Indicators (KPI’s) 
  • 50 Incoming and outgoing calls per day.  
  • 1.25 hrs. of on the phone talk time per day.   
  • 4 appointments scheduled per hour 
  • Ability to meet daily established deadlines 
• Coordinates parts scheduling 
  • Prioritizes appropriate response according to customer needs including, but not limited to, scheduling call of service or maintenance 
  • Verify receipt of ordered parts 
• Plays a crucial role in preventing workplace injuries by following safety guidelines, using equipment correctly. Reports any unsafe conditions or actions to management immediately.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Customer Focus: Highly developed sense of integrity and commitment to internal and external customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers.

• Communication Proficiency: Ability to communicate clearly and professionally using written communication, over the phone communication and communication in person.

• Problem Solving/Analysis: Strong decision making and analytical abilities. Requires efficient use of time/multi-tasking. 

• On-call Requirement: Requires a flexible schedule and occasional overtime, which includes some evenings, weekends, and holidays. 

• Technical Capacity: Proficient with Microsoft Outlook, Excel Spreadsheet, working with computers. Ability to type accurately 30 words per minute. 

• Education: High School Diploma/GED required

Nature of Work

• Can be stressful during times of high call volume
• Fast paced, demanding and continuous
• Detailed and exacting…must keep errors at a minimum

Physical Demands and Work Environment

• Must embrace and be comfortable with our Mission statement: To comfort all in such a way that: (1) they are compelled to tell others about their experience, and (2) it honors the Great Comforter, Jesus Christ.
• We expect and encourage all Tri County employees to have a growth and improving mindset.  This means they believe they can improve whatever they’re doing with effort. 
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 
• This job requires an employee to maintain stationary position for a majority of the working day. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

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