HVAC Customer Support Specialist

1 week 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, resolving complaints, and handling billing questions with utmost professionalism and courtesy to achieve one-call resolutions. This role is essential for the smooth operation of the service center.

HVAC/Dispatch Experience Required

Core Responsibilities:
  • Responds to incoming customer calls and either assists or directs them to the appropriate personnel.
  • Maintains positive customer relationships.
  • Addresses and resolves a variety of customer issues, including billing inquiries, technician arrival times, scheduling challenges, and general product and service questions via phone, email, and chat.
  • Clarifies issues, researches solutions, implements resolutions, and escalates unresolved matters.
  • Updates customer records and maintains accurate account information.
  • Properly categorizes calls.
  • Communicates service call statuses to customers.
  • Assists with dispatching responsibilities.
  • Continuously enhances knowledge of all company products, services, and promotions.
  • Aims to improve scheduling accuracy and response times.
  • Demonstrates reliable attendance and punctual job performance.
  • Performs additional duties as 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 role.
  • Familiarity with computer systems and administrative office environments.
  • Ability to multitask and thrive in a fast-paced, dynamic work setting, switching tasks efficiently.
  • Strong customer service, communication, and interpersonal skills.
  • Effective communication abilities to resolve customer issues and concerns.
  • Capability to interact positively with a diverse customer base.
  • Ability to work well both independently and as part of a team.
  • Decision-making skills based on established guidelines and procedures.
  • Willingness to take ownership of customer satisfaction decisions confidently.
  • Excellent organizational and time-management skills, with the ability 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)

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