Plumbing - Customer Service Rep

Maxair Mechanical•Marietta, GA

43d•Onsite

About The Position

Summary/Objective The Customer Service Representatives provide exceptional customer service experience to all our clients and support the VP of Service, Branch Manager or Service Managers, and Field Technicians to ensure a smooth and timely flow of the services provided. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Customer Satisfaction - Ensure 100% client satisfaction. Assist in the development and implementation of an updated customer CARE The CARE program will focus on prioritizing opportunities for developing strategic client relationships, as well as coordinating with Service Managers and Sales Associates assigned to support the accounts as needed. Communications - Immediately evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager. Dispatching - Provide back-up support for Dispatchers. This includes updating the dispatch board to accurately reflect the schedule of work to be completed. Dispatch the field technicians according to pre-developed schedules. Continuously update and communicate with the Service Manager's, Field Technicians, and clients on the status of work to be completed. CARE Calls - Complete a minimum of ten (10) CARE calls every week. Customers should be chosen from recently completed PM's and/or invoiced T&M work orders. Update the CARE call spreadsheet daily. Track customers contacted/attempted daily on the CSR checklist. Billing - Provide complete invoice proofs to Service Managers on a weekly basis. This includes requesting Purchase Orders from the client, receiving, and entering Purchase Orders (internal) and supporting company efforts to collect Accounts Receivables. Customer Portals - Manage customer portal activity. This includes uploading service reports, invoicing, resolving disputed invoices within the portal(s), etc.

Requirements

Ethical Conduct.
Ability to learn, understand and communicate basic HVAC technical aspects.
Excellent phone, written and interpersonal skills.
Fluent with Microsoft Outlook, Excel, Word, and Access.
Customer Service
Training or experience in computer applications.
Proficiency in Excel, Outlook & Word.
High School Diploma or GED.
A background and credit check will be required, as well as passing a drug test.

Nice To Haves

2 years of experience in customer service (preferably within construction industry)
Sage or Timberline software experience.

Responsibilities

Ensure 100% client satisfaction
Assist in the development and implementation of an updated customer CARE program
Evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager
Provide back-up support for Dispatchers
Dispatch the field technicians according to pre-developed schedules
Continuously update and communicate with the Service Manager's, Field Technicians, and clients on the status of work to be completed
Complete a minimum of ten (10) CARE calls every week
Update the CARE call spreadsheet daily
Track customers contacted/attempted daily on the CSR checklist
Provide complete invoice proofs to Service Managers on a weekly basis
Request Purchase Orders from the client
Receive and enter Purchase Orders (internal)
Support company efforts to collect Accounts Receivables
Manage customer portal activity
Upload service reports
Resolve disputed invoices within the portal(s)