Job Description:
The duties and responsibilities of the position will consist of, but are not limited to, the following:
Responsibilities:
- Consult with customers by telephone or in-person to provide information about products or services, book calls, update customer files, or obtain details of and find resolutions to complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated department leads for further investigation
- Determine charges for services requested, collect deposits or payments or arrange for billing
- Contact customers to respond to inquiries or to notify them schedule adjustments
- Solicit sales of new or additional services or products
- Check in shipped parts, and schedule with customer
- Assist technicians with current jobs, purchase orders and rescheduling appointments
- Assist with registration and permits for installs
- Track incoming service calls and assign the appropriate technician to the job
- Relay work orders, messages, or information to or from work crews, or supervisors
- Coordinate service technician arrival times with customers
- Communicate with customers after work is completed to ensure 100% customer satisfaction
- Manage and update customer database with complete and accurate information
- Oversee service technician’s daily schedules and make updates as needed
- Respond positively to calls from customers to understand their needs and effectively schedule work orders
- Provide exceptional customer service to customers
- Communicate clearly and efficiently with customers and technicians
- Excellent customer service skills
- Highly self-motivated to complete tasks in a timely manner
- Geographical knowledge of service areas or map reading skills
- Other duties as assigned
Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
