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HVAC Client Support Specialist

2 months ago

Kingman, United States One Hour Air Conditioning and Heating Full time
Position Overview

One Hour Air Conditioning and Heating Provides:

  • Comprehensive Medical, Dental, and Vision benefits, along with Company-Paid Life Insurance
  • IRA Matching contributions up to 3%
  • A Unique Company Culture that stands out from the rest
  • Flexible Work Schedules
  • Opportunities for Leadership Development
  • Career Advancement in a Rapidly Growing Organization

Are you seeking a fulfilling career with ample opportunities for advancement? Do you prioritize a positive company culture, enhancing customer satisfaction, and making a significant impact on the business? At One Hour Air Conditioning and Heating, we are in search of an individual who is driven to meet and exceed expectations. We value motivation and recognize how each role contributes to the overall success of our team.

The Customer Care Representative plays a crucial role in ensuring that every client’s initial interaction with our company is exceptional in terms of service quality. The CCR is responsible for scheduling service and sales appointments while maintaining call center performance metrics as required by the organization.

Key Responsibilities:

  1. Coordinate technician follow-up visits with clients to complete jobs upon part arrival
  2. Handle incoming calls
  3. Utilize scripts to capture leads and address any objections
  4. Promote membership maintenance plans
  5. Manage after-hours phone dispatch
  6. Log service calls, generate leads, and schedule appointments
  7. Follow up and arrange preventative maintenance service visits
  8. Effectively resolve client conflicts through clear communication, addressing all concerns and inquiries promptly
  9. Engage in company-sponsored training sessions
  10. Conduct extensive outbound calling during off-peak seasons
  11. Follow up on previous recommendations to secure additional jobs
  12. Assist with administrative tasks as requested by the Call Center manager to enhance operational efficiency
  13. In collaboration with the Dispatcher or as a backup:
    • Respond to customer inquiries regarding company scheduling, requested lead times, equipment servicing, invoicing, and general questions.
  14. Maintain a professional demeanor at all times by:
    • Adhering to safety policies and procedures
    • Complying with all performance standards and ethical codes
    • Exhibiting a courteous attitude towards all customers and colleagues

Qualifications:

  1. At least 2 years of experience in a customer service environment (preferably high call volume)
  2. Advanced communication and customer service abilities
  3. Valid Driver's License, clean background, and ability to pass a drug screening
  4. GED or High School Diploma
  5. Experience in a general office setting
  6. Capability to sit for extended periods
  7. Ability to work effectively under pressure and manage verbal confrontations
  8. Willingness to work extended hours, including nights, weekends, or holidays
  9. Bi-lingual skills are a plus but not mandatory

Equal Opportunity Employer: One Hour Air Conditioning and Heating welcomes applicants regardless of race, color, religion, gender, national origin, citizenship status, sexual orientation, age, marital status, veteran status, or the presence of a medical condition or disability.