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Client Care Representative

5 months ago

Pueblo, United States One Hour Heating and Air Conditioning of Pueblo, CO Full time
Job DescriptionJob DescriptionJoin Our Team of HVAC Service Pros Today
Do you value professionalism and punctuality? Do you want to work with the best pros in the HVAC industry? If you are an individual who values a rewarding career and providing amazing customer experiences, you may be a match for our team. Opportunities for professional technicians and customer service professionals are now available across the country.

JOB SUMMARY
This position answers incoming client telephone calls and assists with the supervision and dispatching of all scheduled service and maintenance calls.
JOB DUTIES
  • Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company
  • Good communication with the client is essential Has a courteous and pleasant demeanor whether on a phone call or not.
  • Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time
  • Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window
  • Makes outbound calls to club membership clients to ensure that they are satisfied with any repairs
  • Manages the dispatch board to keep field personnel on the move, servicing clients, and generating revenue
    Makes every effort to compress call scheduling, effectively maximizing productivity and revenue
    Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window
    Re-schedules appointment times at clients convenience as necessary
    Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians
    Strictly adheres to the Dispatching for Profits Priority Service Schedule to ensure the right Technician is sent to the right appointment
    Shares responsibility to ensure that all Technicians arrive at their designated appointments on time
    Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues
    Enters equipment type and age information for systems into SuccessWare software system
MINIMUM REQUIREMENTS
  • High school diploma or equivalent required
  • Above-average verbal and telephone communication skills are essential
  • Must have good computer software skills
  • Prior customer service experience preferred