Customer Service Rep

Job description

Air Professionals Heating and Cooling is currently looking for a Customer Service Representative to join our Service Coordination team in our mission to provide excellent customer service to the greater NJ area.

The Company: We are a family owned and operated HVAC Company servicing Hunterdon, Somerset, and surrounding counties in New Jersey. We have been operating out of the Flemington area for the past 28 years, and are committed to providing excellent service with certified HVAC technicians and dedicated Office Staff.

"Large enough to serve, Small enough to Care"

The Position: We are looking for a skilled Customer Service Representative to join our Customer Care Team. High energy, a strong desire to achieve top results with a charismatic, positive "can-do" attitude over the phone and in person. Dedication to providing superior customer service.

Excellent customer service and communication skills, administrative, and clerical. Strict attention to detail, ability to prioritize and meet deadlines. Ability to manage multiple demands in a fast-paced work environment.

Our Service Coordinator is the communication hub in the company and bridges the gap between office and field. You work very closely with the Customer Operations Manager to accomplish production goals.

The Representative's job is to maximize opportunity primarily by receiving inbound inquiries, calling outbound, and efficiently routing and scheduling the field service technicians. Our customer care team is the heartbeat of our company!

What we are looking for:

High energy, a strong desire to achieve top results with a charismatic, positive "can-do" attitude over the phone and in person. Dedication to providing superior customer service.

Excellent customer service and communication skills. Administrative, clerical and customer service skills. Strict attention to detail, ability to prioritize and meet deadlines.

Ability to manage multiple demands in a fast-paced work environment.

Our Service Coordinator is the communication hub in the company and bridges the gap between office and field. You work very closely with the Dispatch Supervisor to accomplish production goals.

The Coordinator's job is to "maximize opportunity" primarily by driving the right tech to the right call. Our dispatcher is the heartbeat of our company!

Day in the life of Dispatcher/CS Rep:

• You are communicating regularly with homeowners and team members to ensure that clients are receiving the best customer service possible.
• You schedule appointments and dispatch field technicians to job sites, coordinating service work, preventive maintenance, and installation jobs.
• You work hard to ensure maximum scheduling efficiency without compromising client satisfaction, always patient and cheerful.
• You answer a high volume of calls throughout the day, making each caller feel like your first priority.
• Make outbound calls for follow-up and scheduling of services
• Additionally, you perform basic office and bookkeeping tasks as needed, including processing project paperwork and ordering materials for upcoming jobs.
• You receive customer requests for unscheduled or scheduled service; determine customer needs and match the appropriate technician to the need.
• You order parts as needed for the service technicians; answer customer inquiries and resolve or escalate customer issues, as necessary.
• You are always maximizing productivity and profitability by efficiently scheduling and dispatching technicians and ensuring technical service work is completed in a reasonable timeframe.
• You analyze data from previous appointments and technician's performance and technical ability, and apply this to new appointments, ensuring the appropriate technician is dispatched.
• You effectively handle multiple tasks at the same time, while being consistently interrupted by phone calls, emails, and competing priorities.
• You enthusiastically communicate opportunities that exist on appointments to encourage and motivate technicians, helping drive performance.

Qualifications:

• Strong customer service skills with a focus on communication and problem-solving
• Proficiency in computer skills, including Microsoft Office and Google Suite
• Experience with multi-line phone systems and clerical tasks
• Ability to manage time effectively and maintain organizational skills

Job Type: Full-time

Pay: Hourly (based on experience)

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Additional hours may be necessary during peak seasons