Service Wizard has been serving the Austin, TX, area for over 23 years. We specialize in Heating and A/C, performed by well-trained staff who have learned from the best in the business. We have learned the value and reward of happy customers!

We are hiring a Customer Service Representative. The successful candidate must possess a diverse skill set, be able to multitask, work well under pressure, and make sound judgement calls under pressure. Our clients are promised 100% Satisfaction Guaranteed, and our Client Services Representatives are accountable for ensuring this happens during every single client interaction.

This full-time, non-exempt level position reports to the Client Services Manager. Must have availability to work shifts between 9:00 AM and 5:00 PM Monday to Friday and 8:00 AM-4:00 PM on Saturdays. (Choice of Tues, Wed, or Thursdays off). The pay for this role is $18.00 starting pay.

DUTIES AND RESPONSIBILITIES:  

• Answer inbound phone calls for scheduling
• Handle incoming client calls and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
• Support team in scheduling service maintenance, breakdown, and new equipment replacement
• Handle inbound email/web portal inquiries for scheduling
• Act as a liaison between the customer and company, ensuring customer needs are met while maintaining a positive, productive, open line of communication between the customer and all company departments
• Utilize CRM to ensure all activities are documented appropriately and accurately
• Excellent verbal and written communication skills
• Strong computer literacy, including Microsoft Office applications
• Exceptional multitasking and organizational skills
• Able to work effectively with minimal supervision
• Physically able to work seated in front of a computer for long hours at a time

SKILLS/QUALIFICATIONS:

• Dedicated to providing superior customer service
• Exceptional phone and interpersonal skills
• Exceptional written and verbal communication skills
• Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
• Ability to talk and type accurately; typing speed of at least 40 wpm
• Proficient in Microsoft Word, Outlook
• Availability to work a variable schedule based on business needs
• Able to work effectively with minimal supervision

PHYSICAL DEMANDS

• Regularly required to sit; use hands to handle or feel and type
• Speaking and hearing ability; heavy communication through talking and listening directly as well as through telephone conversations to resolve issues
• Frequently required to reach with hands and arms
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus

BENEFITS

• 401K
• Medical, Dental, Vision Coverage
• Life Insurance
• Paid Vacation
• Paid Holidays

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.