What are the responsibilities and job description for the Customer Service Representative position at One Hour Heating & Air Conditioning Corporate Store?
Benjamin Franklin Plumbing, One Hour Heating & Air and Mister Sparky Electric, affiliates of Authority Brands Inc, are seeking a dynamic Customer Service Representative who is a self-motivated individual with a great work ethic and a personality that is focused on customer satisfaction while taking inbound and outbound calls in addition to doing some dispatch of service calls to ensure maximum scheduling efficiency.
Responsibilities:
- Make outbound calls to current customers to schedule their yearly maintenances.
- Takes inbound calls
- Makes every effort to compress call scheduling effectively maximizing productivity and revenue.
- Notifies clients ahead of time without fail if the Technician is not going to arrive at their home within the scheduled time window.
- Re-schedules appointment times at client’s convenience as necessary.
- Communicates with the Purchasing and Warehouse Coordinator to help arrange efficient delivery of parts to Technicians.
- Makes every effort to ensure Technicians can stay on the job.
- Strictly adheres to the Dispatching for Profits Priority Service Schedule, including the 10-28 dispatching system, to ensure the “Right” Technician is sent to the “Right” appointment. The Dispatcher must be familiar with the technical competencies of each Technician and understand how to best maximize service and revenues for each call.
- Shares responsibility to ensure that all Technicians arrive at their designated appointments on time.
- Debriefs with Technicians upon completion of jobs to identify any outstanding client satisfaction issues.
- Notifies the Operations Manager if a Technician is not performing at maximum acceptable performance standards.
- Enters equipment type and age information for systems into SuccessWare to keep accurate client location data and for generating future sales leads on older equipment.
- Obeys the Company Code of Ethics, Team Rules and Team Philosophy.
Qualifications:
- Bilingual candidate is a plus.
- High School Diploma or equivalent required.
- Prior customer service experience preferred.
- Must have good computer software skills.
- Excellent verbal and telephone communication skills.
We believe our greatest asset are our employees, we offer competitive salaries and a benefits package. Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands Inc. is an Equal Opportunity Employer
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