Representative 2, Call Center

CoolSys • Phoenix, AZ

6d • $21 - $28

About The Position

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions. Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states. Based in Southern California since 2007, CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals. No wonder Newsweek named CoolSys one of America’s Greatest Workplaces! We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include: Competitive pay: $21-28/HR depending on experience. Benefits: Medical, Dental, Vision and Prescription coverage. Paid vacation, holidays, and floating holiday. 401(K) with Company match. Company sponsored life insurance, as well as optional AD&D, short and long-term disability. Tuition reimbursement. Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more. Pet Insurance. Legal Plan, and ID Theft Protection. Position Summary: Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g. overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch. Additionally, you are the first point of contact for our customers. You will be responsible for managing incoming service requests received via email and phone and accurately entering the information into our system for dispatch. Schedule: Availability for the Representative 2, Call Center schedule is between 1pm to 8am Arizona time, 7 days a week.

Requirements

• High school diploma/GED
• Minimum 6 months of experience in a fast-paced customer service environment.
• Our Employment Benefits includes:
• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• 401(K) match
• Life insurance, AD&D and long-term disability
• Tuition reimbursement
• Paid Technical Training Programs
• Strong computer (Excel/Outlook) skills.
• Ability to handle multiple tasks concurrently.
• Stay calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Flexible schedule to work weekends, holidays or overtime as required.
• Friendly and helpful demeanor.

Nice To Haves

• Certification from an accredited vocational-technical or trade school a plus!

Responsibilities

• Prioritize calls (incoming).
• Assign and dispatch technicians.
• Work with Service Managers to address open calls.
• Maintain proactive communication with customers regarding missed SLAs.
• Verify nightly “on call” crew.
• Understand the geography of the market and understand the technicians.

Benefits

• Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees