GMC Homeowner Support

Daikin Comfort • Waller, TX

4d • Onsite

About The Position

The Homeowner Support Representative acts as the vital link between customers and the manufacturer, ensuring clear communication and outstanding service. This role demands a composed, resourceful, and customer-centric approach to effectively assist homeowners. Key responsibilities include guiding customers through product registration, clarifying warranty terms and business processes, and offering in-depth product expertise. Additionally, the representative connects consumers with local dealers or contractors, including those authorized for Extended Service Agreement repairs, ensuring a seamless support experience. May Include Provide outstanding customer support by addressing homeowner inquiries in a professional and timely manner via phone calls, emails, case forms, and chats. Assist customers with product registration, ensuring accuracy and compliance with company procedures. Clarify warranty terms, business processes, and service agreements to help homeowners understand their coverage and options. Offer expert product knowledge and troubleshooting assistance to ensure customer satisfaction. Facilitate consumer access to local HVAC dealers or contractors, including those authorized for Extended Service Agreement repairs. Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up. Collaborate with internal teams to address customer concerns and improve service processes.

Requirements

• Excellent customer service skills.
• Ability to handle a high volume of inbound calls.
• Ability to deescalate calls and diffuse upset callers.
• Ability to handle data in a timely manner.
• Effective communication skills – articulation, pronunciation, and proper grammar a must.
• Strong judgment and aptitude desirable, along with ability to manage multiple and varied activities.
• High level of proficiency in time management, with strong ability to prioritize.
• High accuracy of information and accuracy of work.
• Strong attention to detail.
• Ability to work in an office and contact center with male‑sound recommendations.
• Work effectively independently and collaboratively with internal and external customers.
• Working knowledge of computers and business software, Microsoft Excel, and Word.
• Ability to sit or stand for extended periods of time.
• Ability to meet deadlines and work efficiently.
• Ability to work unsupervised, prioritize workloads, multitask, multi‑line phone, copier, and document scanning.
• Ability to maintain a flexible schedule and complete work within assigned time lines.
• Knowledge of warranty processes.
• 1–3 years of progressive experience in related field (warranty processes and preferably within HVAC industry).
• 1–3 years of customer service experience.

Nice To Haves

• Knowledge of a HVAC industry is preferred.

Responsibilities

• Provide outstanding customer support by addressing homeowner inquiries in a professional and timely manner via phone calls, emails, case forms, and chats.
• Assist customers with product registration, ensuring accuracy and compliance with company procedures.
• Clarify warranty terms, business processes, and service agreements to help homeowners understand their coverage and options.
• Offer expert product knowledge and troubleshooting assistance to ensure customer satisfaction.
• Facilitate consumer access to local HVAC dealers or contractors, including those authorized for Extended Service Agreement repairs.
• Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up.
• Collaborate with internal teams to address customer concerns and improve service processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED