What are the responsibilities and job description for the HVAC Customer Service Representative position at HomeServe?
UGI Heating, Cooling & Plumbing has served homeowners in Pennsylvania for over a century. Our team of talented, experienced and continuously trained technicians specialize in residential HVAC services. UGI was acquired by HomeServe in 2020.HomeServe USA is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to work the last four years.
Position Overview:
The Customer Service Rep is responsible for providing world class customer service. Primary responsibility to answer inbound phone calls, handle customer inquiries both over the phone and by email and scheduling appointments. Providing product and service information. Strive to achieve goals using company strategies and technology.
Responsibilities:
- Handle a high volume of customer claims calls and verify coverage in accordance with our guaranteed standards of service and contract coverage.
- Work with customers throughout North America in a call center environment to troubleshoot and isolate problems.
- Write and respond to customer and contractor correspondence and interoffice communications in a professional and concise manner.
- Build excellent customer relations and use good judgment in dealing with our customers in all situations.
- Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact.
- Data entry to include general customer account information and actions taken during customer calls.
- Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures.
Job Requirements:
- Must be able to work on site in Exton office
- High school diploma preferred or equivalent work experience
- Experience working in customer service over the phone preferred
- Computer literate including MS Office or equivalent preferred
- Must be able to work weekdays from 9:30am-6pm. Voluntary weekend shifts make for flexible work week days.
- HVAC experience is a plus
- Dispatch experience a plus
- Excellent verbal and written communication skills
- Well organized, with good attention to detail
- Good judgment and problem-solving skills
- Flexible, proactive, and self-motivated
In return, we offer:
- Competitive compensation
- Career development and advancement opportunities
- Casual attire throughout the week
- Friendly, open and team oriented work atmosphere
- Excellent benefits including generous medical, vision, dental and life & disability insurance
- 401(k) plan with a company match
- Eligibility to enroll in up to two HomeServe coverage plans paid for by the company
HomeServe USA is an equal opportunity employer.
#UGI