HVAC Service Representative

5 days ago

Newnan, Georgia, United States Maxair Mechanical Full time
Job Summary

The Customer Service Representative will provide exceptional customer service experience to all clients and support the VP of Service, Branch Manager or Service Managers, and Field Technicians to ensure a smooth and timely flow of services provided.

Key Responsibilities
  1. Customer Satisfaction - Ensure 100% client satisfaction. Assist in the development and implementation of an updated customer CARE program, focusing on prioritizing opportunities for developing strategic client relationships and coordinating with Service Managers and Sales Associates as needed.
  2. Communications - Immediately evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager.
  3. Dispatching - Provide back-up support for Dispatchers, including updating the dispatch board to accurately reflect the schedule of work to be completed and dispatching field technicians according to pre-developed schedules.
  4. CARE Calls - Complete a minimum of ten (10) CARE calls every week, selecting customers from recently completed PMs and/or invoiced T&M work orders. Update the CARE call spreadsheet daily and track customers contacted/attempted daily on the CSR checklist.
  5. Billing - Provide complete invoice proofs to Service Managers on a weekly basis, including requesting Purchase Orders from the client, receiving, and entering Purchase Orders (internal) and supporting company efforts to collect Accounts Receivables.
  6. Customer Portals - Manage customer portal activity, including uploading service reports, invoicing, resolving disputed invoices within the portal(s), etc.
Competencies
  1. Ethical Conduct
  2. Technical Knowledge - Ability to learn, understand, and communicate basic HVAC technical aspects.
  3. Excellent Communication Skills - Excellent phone, written, and interpersonal skills.
  4. Technical Proficiency - Fluent with Microsoft Outlook, Excel, Word, and Access.
Work Environment

This job operates in a professional office environment, requiring the use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Travel

No travel is expected for this position.

Required Education and Experience

Customer Service Training or experience in computer applications. Proficiency in Excel, Outlook & Word. High School Diploma or GED.

Preferred Education and Experience

2 years of experience in customer service (preferably within the construction industry). Sage or Timberline software experience.

Other Conditions of Employment

A background and credit check will be required, as well as passing a drug test.

AAP/EEO Statement

All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.

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