Moncrief Heating & Air - HVAC Customer Service Representative

Ace Hardware•Alpharetta, GA

1d•Onsite

About The Position

Moncrief Heating & Air Conditioning, the oldest HVAC company in Atlanta serving the area since 1898, is now part of the Ace Hardware Home Services family. This role involves providing exceptional customer service, problem-solving, and clear communication with customers. The company values are Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork. The required schedule is Wednesday through Sunday, working 7am - 4pm on Wednesdays through Fridays and 8am - 5pm on weekends.

Requirements

Two years of customer service and/or field service logistics experience.
Strong Computer skills – MS Office, database management, etc.
Schedule will be Wednesday through Sunday, working 7am - 4pm W-F and 8am - 5pm on the weekends.
Clear, confident, & effective communicator over the phone (with customers) and in person (with team).
Strategic thinker who possesses the ability to anticipate problems and find solutions.
Strong organization skills with attention to detail.
Good time-management, possessing the ability to balance priorities.
Self-starter and able to work successfully without supervision.
Competitive, ambitious and results oriented, energized by achieving and exceeding goals.

Nice To Haves

Service Titan
Dispatching
Scheduling
Home Services

Responsibilities

Provide unmatched customer service.
Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers.
Learn all services and product offerings to effectively communicate with our customer base.
Respond to customer inquiries by email or telephone providing an unequaled first impression.
Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns.
Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements.
Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller.
Update customer information in the customer service database during and after each call.
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.