Customer Service Representative

FIRSTCALL MECHANICAL GROUP LLC • Boston, MA

5d • $30 - $35 • Onsite

About The Position

This position enjoys working with customers and HVACR Technicians, taking ownership of the workflow from obtaining pricing for quotes to final installation. With excellent interpersonal skills, you will follow up with the customer to ensure our satisfaction guarantee. Opportunities exist here to lend your experience in developing new processes and procedures to better streamline the workflow.

Requirements

• Minimum 1-3 years of related experience
• Proficient with Microsoft Office products
• Able to pass a background check
• Effective verbal and written communication skills.
• Comfortable working in a fast-paced office environment

Nice To Haves

• Past customer service experience is helpful
• Previous industry experience a plus.

Responsibilities

• Responsible for answering initial customer phone calls with a strong customer service focus and quality orientation.
• Demonstrate an ability to create a positive experience during every customer contact.
• Directly responsible for maintaining customer records through internal software
• Consistently follow up and follow through with quotes daily, plan, and prioritize.
• Expedite parts as needed.
• Keep the customer and the Service Operations team apprised of the delivery.
• Track and continually improve our quote win rate
• Assist dispatch with scheduling service calls and follow up on repairs.
• Solicit and message out customer feedback for positive reinforcement and learning opportunities
• Be an active participant in the weekly Service Operations Meeting, especially regarding quote win rate and ideas to improve our customer service
• Participate in the rotation of Administrators-On-Call

Benefits

• Competitive Weekly Pay
• Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
• 401(k) Retirement Savings Plan with a 5% match
• Life Insurance
• Short & Long-Term Disability
• Up to 4 weeks of Paid Off
• 9 Paid Holidays + Veterans Day for Veterans
• Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
• Generous Referral Bonus of $2,500 per referral
• Company vehicle or allowance
• mobile phone or phone allowance
• uniforms
• work boot allowances

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed