Customer Service Representative

MSI is a full service HVACR contractor offering an array of energy efficient air-conditioning services from concept to completion, maintenance to repair and everything in between. With more than 45 years of service under our belt, MSI continues to be recognized for our visionary leadership and superior craftsmanship in the design and installation of energy-efficient cooling systems.

MSI seeks talented performers and offers a challenging and rewarding work environment that emphasizes teamwork, results, and most importantly honesty and integrity. We value our employees and are committed to attracting highly skilled, talented individuals to join our strong, family oriented workforce and to help us build on our success.

We are a Drug Free Workplace and an Equal Opportunity Employer.

Job Title:                                Customer Service Representative

Department:                        Service

FLSA Status:                         Non-Exempt

Reports to:                           General Manager

Salary:                                   Commensurate with experience + Benefits

JOB SUMMARY:  MSI seeks a Customer Service Representative to be the linchpin of our service department, collaborating closely with critical environments, maintenance, and our dispatching unit. In addition to maintaining databases and providing excellent customer service, the selected candidate would play a pivotal role in verifying invoice accuracy, coordinating with sales representatives, and supporting our technicians. The Customer Service Representative position is an opportunity to thrive in a multidimensional role that encompasses not only customer service, but also dispatching. We're searching for individuals who aspire to grow within our company and department.

ESSENTIAL FUNCTIONS:

• Read, review, and execute project related documents such as blueprints, drawings, project scope, budgets, deadlines, and sequence of operation for proper execution requirements.
• Act as the primary point of contact for customers, technicians, sales representatives, and service managers.
• Cultivate and maintain robust business relationships with current and potential customers, delivering top-notch customer service.
• Identify inefficiencies in current processes and actively work on streamlining workflows and creating standard operating procedures (SOPs).Handle multi-line phones in a professional, pleasant, and helpful manner.
• Accurately schedule and dispatch service technicians to customer locations for service calls, maintenance, and critical environments.
• Provide technicians with all necessary job-related information and documentation to facilitate their work.
• Collaborate with the dispatch board and, when needed, work as the area dispatcher to meet business requirements.
• Maintain customer databases and forms using appropriate platforms, fostering cross-functional relationships with critical environments and maintenance functions.
• Collaborate with the billing department to ensure accurate customer invoicing.
• Keep all relevant parties informed with timely status updates (management, sales, purchasing, customers, dispatchers, etc.).
• Develop and maintain Standard Operating Procedures (SOPs) for job functions and, as needed, for technicians.
• Ensure timely submission of warranty work to vendors.
• Contribute to the development and deployment of new critical environment, maintenance, and dispatch projects alongside service Project Managers.
• Coordinate and oversee critical environments technicians' training and certification requirements.
• Quote Small Jobs when feasible and support departmental growth by distributing additional work orders to the appropriate sales representatives.
• Exercise discretion and independent judgment in planning, scheduling, coordinating, and directing operational resources and labor hours.
• Ensure all related service tickets and documentation are attached to the appropriate work orders.
• Prepare and update weekly spreadsheets for team meetings.
• Maintain exceptional customer service skills while handling a high volume of calls, ensuring a positive and upbeat demeanor.
• Provide support to dispatch and other areas when needed, maintaining professionalism when interacting with both customers and colleagues.
• Perform other related duties as required.

QUALIFICATIONS:

Education and Experience:

• High school diploma or equivalent.
• Minimum of two years of relevant experience is a plus.
• Excellent communication, negotiation, and interpersonal skills.
• Strong