Overview

HVAC Customer Service Leader

Parker & Sons is currently seeking an HVAC Customer Service Leader role to work side by side with our HVAC Service and Warranty Supervisor team! Our team is comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. HVAC Supervisors are tasked with managing daily field operations, employee training, retention, recruiting, safety, team meetings and ensuring the technicians are providing outstanding service to our customers. Our continued growth has merited adding this role for the right candidate with the customer service leadership experience to assist our Supervision team.

We’re seeking a charismatic, energetic, people person that can assist our Supervision team with customer follow ups.

What’s In It For Me? 

• Outstanding earnings $100,000 - $115,000 annually
• 401K with company matching 
• Company Paid Life Insurance (1 x annual salary) 
• Medical, Dental, Vision, Life, Disability, Legal, Identity Theft Protection & UNUM Insurance Options 
• 6 Paid Holidays, Paid time off, Paid Sick time, and we even pay you to take your Birthday off! 
• 401K Retirement Plan with company match up to 30% 
• Life Insurance, Short-Term and Long-Term Disability 
• Special Program Options: FSA, EAP, Legal Services, and Identity Theft 
• Continuous Training for your Professional Development Working in a dynamic, collaborative, and fun environment 

Responsibilities

What Will I Do? 

• Be the primary driver of world-class customer service for the HVAC Service and Warranty teams.
• Provide training and ongoing support to Supervisors and their technicians on how world-class customer service is achieved.
• Collaborate daily with the Supervisors, garnering best practices of culture to stay aligned with our core values.
• Manage follow up tasks utilizing Service Titan to ensure clients seeking further information and or questions / concerns are responded to timely by the appropriate Supervisor.
• Partner with Supervisors to review follow up tasks, and in some cases, directly handle the follow-up with the client.
• Maintain a report of daily tasks / escalations and regularly review the report with Supervisors to help them determine additional customer service training needed by specific technicians.
• Be a first point of follow up contact for our customers escalating beyond a Supervisor level to ensure they are addressed in a timely manner.
• Provide training on methods of various disputes including best practices to reach resolution in alignment with Integrity and our core values.
• Assist with escalations and certain billing disputes in collaboration with Supervisors.
• Handle client concerns by demonstrating 100% customer satisfaction 
• Be available for weekends (on a rotation basis) 

Qualifications

Do I have What it Takes? 

• Minimum of 5 years in any service industry as a customer service representative in a leadership role.
• Excellent leadership skills and team mentality to enhance team productivity
• Possess computer skills including Excel / Word and be highly organized.
• Positive energy and enthusiasm to ensure customers are satisfied
• Ability to prioritize, manage multiple tasks, handle deadlines 

• Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.