Plumbing - Customer Service Rep

Maxair Mechanical, LLC • Marietta, GA

4d • Onsite

About The Position

The Plumbing 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.

Requirements

• Customer Service training or experience in computer applications.
• Proficiency in Excel, Outlook & Word.
• High School Diploma or GED.
• 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.

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 focusing on prioritizing opportunities for developing strategic client relationships, and coordinating with Service Managers and Sales Associates.
• Immediately evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager.
• Provide back-up support for Dispatchers, including updating the dispatch board to accurately reflect the schedule of work to be completed. Dispatch field technicians according to pre-developed schedules. Continuously update and communicate with Service Managers, Field Technicians, and clients on the status of work.
• Complete a minimum of ten (10) CARE calls every week, 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.
• 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.
• Manage customer portal activity, including uploading service reports, invoicing, and resolving disputed invoices within the portal(s).

What This Job Offers

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