Homeowner Support Representative
About The Position
Stevens Equipment Supply, a member of Daikin Industries, is a wholesale distributor of equipment, parts, and supplies to industries including Residential and Light Commercial Heating & Air Conditioning, and Hospitality. They are looking for a Homeowner Support Representative (HSR). The HSR acts as a mediator between the customer and the manufacturer, aiming to meet customer needs and concerns. This role involves assisting with product registration, coordinating onsite visits, product knowledge or inspections with HVAC Dealers or contractors, and providing consumers with information regarding local dealers or contractors for Extended Service Agreement repairs.
Requirements
- A Knowledge of Daikin Residential HVAC products is required.
- Knowledge of HVAC Controls (Thermostats and Remotes) is required.
- Ability to use SM+ and pass monthly audits of system changes.
- Excellent customer service skills, must have ability to diffuse an upset caller.
- Excellent customer service skills; interpersonal skills with ability to diffuse negative situations.
- Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers.
- Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations.
- High level of attention to detail and accuracy.
- Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems.
- Effective organizational and time management skills.
- Ability to interpret and follow work instructions and company policies and procedures.
- Ability to apply good judgment, strong work ethic, and integrity on the job.
- 3-5 years experience in office environment & customer service.
Responsibilities
- Provide excellent customer service via phones, email, and online chat to homeowners, distributors, and dealers.
- Respond promptly to correspondence via phone, mail, and email.
- Assist with complaints via social media, executives, and BBB.
- Assist coordinating with distributor technical representatives performing site visits.
- Coordinate and distribute mail.
- Perform data entry, review, process, file and maintain documents.
- Perform special projects as assigned.
- Consult with internal technical support when necessary.
- Identify and suggest process improvement opportunities.
- Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
- Escalate matters of concern/urgency to immediate team lead or manager.
- Support cross functional teams as needed, such as the Warranty department.
- Assist in the training of new employees.
- Communicate with Regional Technical Representatives in the field to determine causes of failure.
- Prepare and assist with homeowners’ concession letters.
- Assist with interactions when an end-user requests to be escalated.
- Perform additional projects/duties to support ongoing business needs.
Benefits
- Benefits are effective on day one for all full-time direct hires
- Training programs are available to help guide team members and develop new skills
- Growth Opportunities
- Healthcare
- Dental insurance
- Vision insurance
- Life insurance
- Long-term disability insurance
- 401k
- Different types of paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
