Call Center Representative

Jerry Kelly; Northern (KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K match

Life insurance (free)

Short-term disability (free)

Paid time off

Job summary

Jerry Kelly is seeking a detail-oriented, customer-focused Customer Service Representative to manage service calls, customer calls, and dispatch technicians for on-site support in the HVAC field.

You will be the primary contact for customers, ensuring fast response and accurate dispatching while maintaining records and communicating across teams. Flexibility for evenings, weekends, and on-call holidays is required.

Qualifications

• Must have strong problem-solving abilities.
• Attention to detail and accuracy in data and records.
• Excellent communication skills with customers and technicians.

Responsibilities

• Communicate with customers in a courteous and professional manner.
• Answer phone calls and assist customers; handle online inquiries and chats.
• Dispatch and coordinate technicians for on-site service visits.
• Maintain and update customer databases and track service calls.

Skills

Problem solving

Attention to detail

Communication

multitasking

Job description

Description

We are currently seeking a detail-oriented, customer-focused Customer Service Representative to join our team. The individual in this role will be responsible for managing service calls, customer calls, dispatching technicians, and optimizing operations to increase profitability. You will serve as the primary point of contact for our customers, and ensuring their needs are met promptly. Additionally, you will play a crucial role in dispatching our skilled technicians to provide on-site support. While previous dispatch experience is not required, candidates should possess excellent analytical and communication skills, as well as a keen interest in learning about the HVAC industry.

Employee Benefits

• Comprehensive Benefits Package:
  Medical, dental, vision, and life insurance coverage for you and your family.
• 401K Retirement Plan with 4% Company Match
• FREE Life Insurance
• FREE Short-Term Disability
• PTO at 6 Months
• 7 Paid Holidays Each Year
• Career Growth Opportunities
• Fun & Friendly Work Environment

Requirements

RESPONSIBILITIES

• Communicate with every customer in a courteous and professional manner.
• Continuously answer the phone to assist customers.
• Reply to online communications, emails answering service, website chats and text messages.
• Represent the company professionally, honestly, and ethically in all business matters/concerns.
• Communicate with customers through inbound and outbound calls.
• Maintain and update customer database when warranted.
• Maintain communication with technicians throughout service visits, adjusting dispatching as necessary to accommodate unexpected situations or emergencies.
• Utilize dispatch software to track service calls, technician routes, and availability, adjusting schedules as needed.
• Keep detailed records of service calls, technician routes, and customer feedback, using this data to identify areas for improvement.

REQUIREMENTS

• Problem solve
• Pay attention to detail
• Follow established guidelines and procedures
• Multi-task and work effectively in a fast-paced environment independently
• Be proficient in required business software applications once trained
• Sit and work for extended periods of time
• Use a computer for extended periods of time
• Lift up to 25 pounds
• Ability to pass drug screening and background check
• No criminal record
• Willing and able to work a flexible schedule that could include evenings, weekends, and on-call holidays
• No visible tattoos (must be able to be covered up while working)
• Valid Driver's License

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.