Overview

Overview:

We are proud to be America’s Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.

As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!

Role:

Under the general guidance from the Customer Operations Manager, the Customer Operations Specialist provides superior customer service to support and grow our relationships with new and existing customers.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Responsibilities

Essential Duties and Responsibilities:

• Resolve work order escalations
• Act as an escalation point for our customers and take proactive measures to ensure work orders are completed in a timely manner
• Liaise with other departments within the company to ensure customer satisfaction
• Provide specialty reporting, as required
• Be proactive on any potential issues/area for opportunity and provide solutions that benefit both the customer and the company
• Resolve online invoice issues by coordinating with customers, operations, and account management
• 50/55 billing and invoicing support
• Weekly operations dashboard reporting and workflow support
• Provide superior service to customers both external and internal via phone, chat, text, or email channels
• Support customer service agents (uptraining, shadowing)
• Support all customer operations teams, as needed
• Other related job duties, as assigned

Required Knowledge, Skills, and Abilities:

• Proficient with Microsoft Word and Outlook required
• Exceptional organizational, time management and prioritization skills
• Excellent written, oral, and interpersonal communication skills
• Strong analytical skills
• Strong attention to detail
• Ability to work within a fast paced and professional Customer Operations environment
• Ability to easily adapt to learning new software, tools, and applications
• Ability to sort through data and independently investigate, troubleshoot, determine appropriate resolution for issues, and ultimately solve problems through root-cause analysis
• Ability to work independently and also be part of a team environment
• Flexibility to work mandatory overtime in order to meet deadlines and business needs

Qualifications

Education and Experience:

• High school diploma or equivalent required
• Previous supervisory experience required
• 2 years in a data driven position
• Proven experience producing results in a fast-paced environment
• Previous experience in HVAC industry or other service business preferred

Physical requirements:

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing
• Ability to travel on occasion