Employment

Job Description

Service, repair, maintenance, replacement and new installation of heating and cooling systems in residential and light commercial environments.

Duties

• Install, maintain and repair heating and cooling systems for both commercial and residential customers. Diagnosis and repair of electronic, mechanical and electrical components of these systems.
• Travel to job sites in service area, and work with dispatch to ensure schedule is maintained and delays are properly communicated to customer.
• Be available to work some evenings, weekends, and holidays during peak seasons, to service emergency needs of our customers.
• Maintain cleanliness and organization of company vehicle
• Understand company pricing and generate appropriate customer invoice at job site. Electronically process credit card payments. Obtain customer signature at completion of job.
• Document all installed equipment upon arrival: make, model, serial number, type of fuel, necessary test measurements, and pictures as necessary.
• Diagnose diverse service issues, obtain replacement parts, calibrate system to manufacturer’s recommendations, and explain fully to customer what the issue is and what is needed to correct.
• Participate in company provided training opportunities on latest industry technologies.
• Identify and report to owner potential opportunities for additional business (newer system, service contracts, and additional services).
• Deliver exceptional service to ensure customer satisfaction, always with honesty and integrity

Skills

• Experience in installation, maintenance, and troubleshooting and correcting diverse HVAC service issues
• Good analytical skills and attention to detail with ability to read and interpret blueprints, plans, wiring diagrams and manuals
• Excellent customer service skills with desire to exceed customer expectations
• Ability to work independently in a timely manner, making sure job is done correctly the first time

Other Requirements

• Well groomed, neat appearance, and professional demeanor
• Valid driver’s license and clean driving record
• Valid social security number
• Must be able to pass drug test(s) and background check(s) as required by company
• EPA certification required
• Be able to lift, push, pull, carry and maneuver heavier items (with additional manpower or appropriate devices as necessary); carry ladders; work from heights, work in small crawl spaces.
• Be able to work in extreme temperatures and adapt to all working environments
• Observe all company procedures and safety rules
• Maintain accurate time records
• Work as part of our team to ensure customer satisfaction and the success of our company

Job Description

Dispatch, schedule and close out calls while processing service requests, preparing paperwork for calls, and fulfilling customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within an office environment.

Duties

• Provide fast, friendly and fun customer service to both internal and external customers
• Answer incoming calls related to service, billing, and other departments
• Schedule service / estimate appointments in a timely manner
• Communicate with technicians and other departments via email, text message and phone
• Answer incoming calls, emails, and text messages to close out calls for technicians and sales
• Maintain scheduled calls on the Dispatch board making sure that all calls are scheduled on the appropriate technician and update customers as needed of technicians ETA
• Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
• Assist management with customer concerns and work to resolve them efficiently and effectively
• Other assigned duties as directed by management

Education and Experience

• High school diploma or equivalent
• Experience in a customer service/dispatcher environment a plus but not required
• Knowledge of concepts, practices and procedures related to HVAC helpful but not required

Key Competencies

• Honesty and integrity
• Excellent customer service skills with a desire to exceed customer expectations
• Ability to communicate empathy
• Critical thinking and problem solving
• Detail oriented and ability to process high volumes of work with great accuracy
• Adept learner
• Ability to multitask and work independently in a timely manner
• Basic knowledge/operational skills of computers and smart devices
• Basic knowledge of Microsoft Office applications a plus (Excel, Word)
• Excellent verbal and written communication skills

Other Requirements

• Well groomed, neat appearance
• Valid social security number
• Must be able to pass drug test(s) and background check(s) as required by company
• Must be able to sit for long periods of time
• Some weekend and/or after-hours work may be necessary to meet customer needs
• Observe all company procedures and safety rules
• Work as part of our team to ensure customer satisfaction and the success of our company