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HVAC Customer Support Specialist

2 months ago

Humble, Texas, United States Emergency AC inc. Full time
Position Overview:

The HVAC Customer Support Specialist is responsible for managing customer service inquiries, scheduling appointments, addressing customer queries, handling complaints, and processing billing questions with utmost professionalism and courtesy to ensure customer satisfaction through effective one-call resolutions. This role plays a vital part in the daily operations of Emergency AC Inc.

HVAC/Dispatch Experience Required

Key Duties:
  • Responds to incoming customer calls and provides assistance or directs calls to the appropriate personnel.
  • Maintains positive customer relationships.
  • Addresses and resolves a variety of customer issues, complaints, and inquiries via phone, email, and chat, including billing questions, technician arrival times, scheduling concerns, and general product and service information.
  • Clarifies issues, researches solutions, implements resolutions, and escalates unresolved matters.
  • Updates customer records by maintaining accurate account information.
  • Accurately categorizes calls.
  • Communicates service call statuses to customers.
  • Assists with dispatching tasks.
  • Continuously updates knowledge of all company products, services, and promotions.
  • Aims to enhance scheduling accuracy and response times.
  • Demonstrates reliable attendance and punctual job performance.
  • Performs additional duties as required or assigned.
  • Availability for alternate weekends is necessary.
Qualifications:
  • High school diploma or equivalent with at least one year of experience in customer service or a similar customer-facing role.
  • Experience or training in the use of computers and related systems in an office environment.
  • Ability to multitask and work efficiently in a fast-paced, dynamic environment, adapting quickly between tasks without compromising effectiveness.
  • Exceptional customer service, communication, and interpersonal skills.
  • Strong communication skills to effectively resolve customer issues, complaints, or concerns.
  • Ability to engage with a diverse customer base in a professional and customer-focused manner.
  • Capable of working both independently and as part of a team.
  • Decision-making skills based on established guidelines and procedures.
  • Empowered to make confident decisions regarding customer satisfaction.
  • Strong organizational and time-management abilities, with the capacity to prioritize tasks based on service demands.
  • Knowledge of the HVAC/Refrigeration industry is advantageous.
Benefits:
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid Time Off (PTO)