Customer Service Representative

Description

Full-time

Chillicothe, OH

WHO WE ARE
For more than 4 decades, Accurate Heating, Cooling and Plumbing has been the HVAC contractor of choice for quality-minded customers in Central Ohio. Besides the fact that we have earned a reputation for being the best in the business, our mission statement says it all, “Become the Trusted Comfort Advisor for every Homeowner and Business in Ohio by applying Moral and Ethical business principles.”

Our team prides itself on a true dedication to quality and unparalleled customer satisfaction. We don’t want to hire for a job; we want to hire for a career.

REPORTS TO Commercial Customer Service Supervisor

JOB OVERVIEW
These duties are not all inclusive. Other duties may be assigned at any given time based on business needs. 

GENERAL RESPONSIBILITIES

To ensure success your customer skills should be as good as your technical aptitude, and you need to be well-versed in safety precautions. Top candidates are detail-oriented, organized and friendly.

• Handle a high volume of inbound and outbound calls.
• Create service orders for completion by service technicians.
• Support a team of service technicians and assist customers to resolve their service needs and ensure a positive customer experience.
• Determine the urgency of customers’ needs, prioritize service calls, and delegate to the proper department and/or service technician for completion. 
• Monitor the delegated work and keep in contact with the customer to ensure resolution and customer satisfaction, recording details of all activities.
• Handle customer complaints, address as needed or escalate to the appropriate supervisor. 
• Assist in maintaining the schedule of several service technicians.
• Provide information about products and services. 
• Create invoices, complete service orders and receive payments. 
• Assist in maintaining inventory/tracking parts, including purchase orders and receiving.
• General administrative duties.

Other tasks as assigned by management   

Requirements

QUALIFICATIONS

• High school graduate: Associate degree preferred
• Experience working with accounts receivables and invoicing
• Ability to multi-task and problem solve in a fast-paced environment
• Experience working with challenging customers
• Process driven and detail-oriented
• Decisive decision-making skills
• Dispatching experience preferred 
• Experience working with Outlook, Excel and Dispatching Software preferred

Working Conditions

• 8:00 – 5:00 PM schedule, 1-hour lunch
• No weekends
• Work independently with minimal in-person interaction

Physical Requirements

Ability to sit for extended periods of time while typing and while on the phone. Light lifting (<20 lbs.) of incoming inventory.

BENEFITS

• PTO per Company Policy
• 6 paid holidays
• Health, Dental, Vision, STD, Life Insurance
• 401(k) plan, including company match
• 125 Plan

EQUAL OPPORTUNITY EMPLOYER
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.