Moncrief Heating & Air - HVAC Customer Service Representative

ACE Hardware • Alpharetta, GA

19h • Onsite

About The Position

Moncrief Heating & Air Conditioning is the oldest HVAC company in Atlanta, proudly serving the Atlanta area since 1898. It is now a part of the Ace Hardware Home Services family, maintaining its core values while leveraging Ace Hardware's dedication to helpful service and customer satisfaction. The company aims to continue delivering exceptional HVAC and plumbing services and quality, growing and supporting the local community. The HVAC Customer Service Representative will provide unmatched customer service, ensuring the service department delivers exceptional service through problem-solving and clear communication. This role involves learning all services and product offerings to effectively communicate with customers, responding to inquiries via email or telephone, and making outbound calls to schedule field service appointments and inquire about seasonal maintenance. The representative will maintain professionalism, update customer information, stay updated on product knowledge and company policies, and impact the company's bottom line by turning frustrated clients into repeat customers.

Requirements

• Two years of customer service and/or field service logistics experience.
• Strong Computer skills – MS Office, database management, etc.
• Hours include rotating 8 hour shifts to cover 7am-7pm and a rotating weekend schedule.
• 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.

Benefits

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees