Customer Service Representative
About The Position
We are looking to hire an exceptional customer service representative to deliver the most efficient, highest-quality customer experience possible. This full-time, on-site, in-office role is based in Jacksonville, FL. No previous HVAC experience is required as we will provide on-the-job, paid training, BUT experience allows for higher compensation, faster growth, and leadership opportunities. Responsibilities include: Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, responding to emails, incoming and outgoing correspondence. Make outbound calls to existing customers. Promote and sell new and additional products/services when applicable. Coordinate scheduling of technicians for service calls, installations, and repairs Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner Refer unresolved customer complaints to management for further investigation/resolution. Maintain and update our customer database with complete and accurate information. Assist with call board and the dispatch of technicians. Learn call scripts and proper replies and apply them to appropriate situations. Organize and maintain systems for documents, invoices, and client records Process payments from customers Participate in training so that you grow and develop as a professional. Your primary goal in HVAC/ Plumbing customer representative/dispatch services is to promote customer satisfaction by converting incoming customer calls into booked appointments while ensuring efficiency. You will perform various day-to-day tasks for a growing company with an opportunity to advance. This isn’t just a job; it’s a thriving career. We value a friendly demeanor and the capability to converse with customers and technicians enthusiastically and professionally. Your work directly impacts the company's success, and you’ll leave each day knowing you played an integral role in that success.
Requirements
- Experience in dispatching, preferably in a similar industry such as plumbing, HVAC, or electrical services
- Proficiency in Google Suite, Slack and in dispatching software such as ServiceTitan
- Excellent time management skills and the ability to multitask and prioritize work
- Attention to detail and problem solving skills
- Excellent communication with customers, suppliers, and team members
- Familiarity with/HVAC/plumbing service terminology, processes, and materials can be beneficial for understanding the business and communicating effectively with technicians and customers.
- Ability to pass a background check
- Available to work flexible hours and on-call shifts as needed
- Ability to maintain a positive attendance record
Nice To Haves
- Plumbing/HVAC/Service industry experience is highly preferred!
- One-Year Consecutive Call Center Experience (preferably in the HVAC or Home Services industry)
- High School Education or Equivalent
Responsibilities
- Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, responding to emails, incoming and outgoing correspondence.
- Make outbound calls to existing customers.
- Promote and sell new and additional products/services when applicable.
- Coordinate scheduling of technicians for service calls, installations, and repairs
- Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints
- Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner
- Refer unresolved customer complaints to management for further investigation/resolution.
- Maintain and update our customer database with complete and accurate information.
- Assist with call board and the dispatch of technicians.
- Learn call scripts and proper replies and apply them to appropriate situations.
- Organize and maintain systems for documents, invoices, and client records
- Process payments from customers
- Participate in training so that you grow and develop as a professional.
Benefits
- Industry-Leading Pay
- Year-Round Work
- Advancement Opportunities
- Comprehensive medical coverage through Cigna with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA
- Dental and vision benefits with low weekly premiums.
- Company-paid Basic Life and AD&D insurance
- Basic Long-Term Disability at no cost to you
- Optional Voluntary Short-Term Disability and additional life coverage.
- 401(k) plan, where we match 50% of your contributions up to the first 6%.
- Supplemental health plans including Accident, Critical Illness, and Hospital Indemnity Insurance
- Disability resource services
- Travel and beneficiary support services
- Pet health insurance
- PerkSpot � an exclusive employee discount program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
