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HVAC Client Support Specialist

2 months ago

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

At One Hour Air Conditioning and Heating, we pride ourselves on delivering exceptional service. Our Benefits Include:

  • Comprehensive Medical, Dental, and Vision Plans
  • Company-Paid Life Insurance
  • IRA Matching up to 3%
  • A Unique Company Culture
  • Flexible Work Hours
  • Leadership Development Opportunities
  • Career Advancement with a Rapidly Growing Organization

Are you seeking a fulfilling career with ample growth potential? Do you prioritize company culture and enhancing customer satisfaction? We are in search of a motivated individual who is eager to meet and exceed objectives while understanding the impact of their role on the team.

The Customer Care Representative (CCR) is responsible for ensuring that every client interaction is exemplary in service quality. The CCR will manage service and sales appointment scheduling and must meet the performance metrics established by the organization.

Key Responsibilities:

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

Qualifications:

  1. Minimum of 2 years experience in a high-volume customer service environment
  2. Strong communication and customer service skills
  3. Valid Driver's License with a clean background and ability to pass a drug test
  4. High School Diploma or GED
  5. Experience in a general office setting
  6. Ability to sit for extended periods
  7. Capability to work 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 any medical condition or disability.