As the Customer Service Representative, you will play a pivotal role in ensuring the smooth and efficient operation of the company. Your exceptional organizational skills, attention to detail, and ability to communicate effectively with customers and our team are crucial in successfully managing customer requests and coordinating field operations.
Hours:
Monday–Friday: 8:00 AM – 5:00 PM
After-hours on-call rotation (handled remotely outside of regularly scheduled hours).
Responsibilities and Duties:
Customer Interaction:
· Act as the primary point of contact for customers, addressing inquiries, scheduling jobs, and providing updates on job status.
· Demonstrate exceptional customer service, ensuring customers receive prompt and courteous assistance throughout their interaction with our company.
· Check, respond, and maintain general voicemail, text, and email inbox.
Service Scheduling and Dispatching:
· Receive and process requests from customers, either by phone, email, or text message.
· Coordinate with the field team to schedule jobs based on availability and proximity to the customer’s location.
· Effectively manage the dispatching of field team to various jobs, optimizing travel routes and response times.
Work Order Management:
· Generate work orders, ensuring accuracy and completeness of all required details.
· Monitor and update work order status, keeping customers informed about estimated arrival times and any potential delays.
· Upload receipts and expenses for work orders
Documentation and Recordkeeping:
· Maintain accurate and organized records of work orders and customer communications.
· Enter relevant data into the company’s database, ensuring comprehensive and up-to-date records.
Parts and Inventory Management:
· Collaborate with the field team for job specific parts and equipment ordering and receiving, and job rescheduling.
· Coordinate the delivery of necessary supplies to job sites, streamlining job operations.
Problem-Solving:
· Address and resolve any issues that may arise during jobs or field operations, seeking timely solutions to meet customer expectations.
· Communicate with customers and team to handle any unforeseen challenges and provide appropriate solutions.
Quality Assurance:
· Ensure that all requests are promptly addressed and scheduled in accordance with the company’s standards and procedures.
· Conduct follow-ups with customers to gather feedback and assess their satisfaction with the provided services.
Team Coordination:
· Collaborate closely with the team to optimize scheduling, allocate resources, manage calls effectively, and increase efficiency.
· Foster a collaborative and supportive environment, promoting teamwork and cooperation.
Compliance and Safety:
· Adhere to company policies and industry regulations, ensuring compliance with safety protocols and ethical practices.
· Maintain a strong focus on safety awareness, both for customers and team.
Continuous Improvement:
· Continuously evaluate and refine job duties to enhance efficiency and customer satisfaction.
· Propose and implement improvements to enhance the overall service coordination experience.
Other Responsibilities:
· Maintain cleanliness and organization of the office/shop/restrooms organized, ensuring a smooth and efficient workflow.
· Maintain a professional appearance.
· Always be professional and respectful when representing the company.
· Completion or delegation of other task assigned by management, supervisor, and team.
Requirements:
· Proven experience in a customer service or administrative role, preferably in the plumbing/HVAC or construction industry.
· Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and team members.
· Strong organizational abilities and attention to detail to manage requests, scheduling, and documentation effectively.
· Proficiency in using computer software, including MS Office applications and database management tools.
· Ability to work in a fast-paced environment, handling multiple tasks simultaneously while maintaining a high level of accuracy.
· Knowledge of plumbing/HVAC systems and terminologies is a plus but not mandatory.
· Ability to lift 50 pounds.
· On call: Monday-Sunday. Schedule determined by supervisor
Qualifications:
· Highschool Diploma or Equivalent
Experience:
· 1 Year Customer Service Required
· 1 Year Inventory Experience Preferred
Major Goals:
· Be flexible in work scheduling as the needs of the company are ever changing
· Be available by cell phone most times
· Have a working knowledge and adequate understanding of common plumbing and HVAC terms
· Ability to problem solve and think outside of the box
· Be able to handle stress and always maintain a professional demeanor and professional appearance
· To keep the office/shop organized, ensuring a smooth and efficient workflow
· To be open to learning and new things and welcoming change
Work Environment:
Plumbing and HVAC commercial contractor, working in an office environment.
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
