Customer Experience Ambassador

1 week ago

Kannapolis, North Carolina, United States One Hour Heating and Air Conditioning Full time
Company Overview:
At One Hour Heating & Air Conditioning, we value professionalism and punctuality. We are a dynamic team of professionals who strive to provide amazing customer experiences. If you are an individual who values a rewarding career and wants to work with the best pros in the HVAC industry, then we want to hear from you.

We are looking for a Customer Service Representative/Dispatcher to join our team. In this role, you will answer incoming client telephone calls and assist with the supervision and dispatching of all scheduled service and maintenance calls. You will also manage various online applications that may require outbound calls or responses to customers via email in a timely manner.

The ideal candidate will be able to manage day-to-day office functions as it pertains to service calls, including but not limited to invoice review, parts ordering, and job closeout. If you have a great attitude and a strong work ethic, and are someone who takes pride in the work you do, then we want to hear from you.

Key Responsibilities:
  • Answer incoming telephone calls and recognize that this is where the client will form their first impression of the company.
  • Good communication with the client is essential; you must have a courteous and pleasant demeanor whether on a phone call or not.
  • Entering client data into required systems accurately and coordinating customer and technician availability.
  • Ensure that each telephone call is answered before the third ring and that the approved company greeting and script are used each time.
  • Notify clients ahead of time without fail if the technician is not going to arrive at their home within the scheduled time window.
  • Make outbound calls to club membership clients to ensure that they are satisfied with any repairs.
  • Completing permit requests.
  • Reviewing invoices and completing customer financing requests.
  • Performing administrative tasks as required.
  • Learn and use proprietary software for daily functions.


Minimum Requirements:

To be considered for this role, you must have:
  • A high school diploma or equivalent.
  • Above-average verbal and telephone communication skills are essential.
  • Must have good computer software skills.
  • Must be able to work 8am - 5pm Monday-Friday, 9am - 2pm on Saturdays, and the flexibility to take calls remotely from 5pm until 10pm as needed.
  • Prior customer service experience is preferred.
  • Prior service call dispatching experience is preferred.
  • Experience working in a trades/contractor environment, preferably HVAC, is a plus.
  • Experience using Successware is a plus.


Benefits: A competitive salary of $14.00 - $18.00 per hour, flexible scheduling, and opportunities for career growth and development.

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