Call Center Representative

Jerry Kelly Heating and Air Conditioning, Inc; Saint Peters (MO); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Free health insurance

Free dental insurance

Free vision insurance

Free life insurance

4% 401K match

PTO after 6 months

7 paid holidays

Career growth opportunities

Friendly work environment

Short-term disability

Job summary

Jerry Kelly Heating and Air Conditioning, Inc is seeking a detail-oriented Customer Service Representative to manage service calls, dispatch technicians, and communicate with customers to ensure prompt resolution. You will be the primary contact for clients and help optimize dispatch and service workflows to support profitable operations.

Responsibilities include courteous phone and online communications, maintaining customer records, coordinating technician routes, and using dispatch software.

Qualifications

• Must be able to solve problems and communicate effectively with customers.
• Attention to detail and accuracy in data entry and record-keeping.
• Ability to multi-task and work in a fast-paced environment independently.
• Proficiency with business software applications after training.
• Valid driver's license and ability to pass background checks.

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.

Skills

Customer service

Problem solving

Attention to detail

Multi-tasking

Communication

Tools

Dispatch software

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

• FREE Health, Vision & Dental Insurance for Employees
• Supplemental (Aflac) available
• 401K Retirement Plan with 4% Company Match
• PTO at 6 Months
• 7 Paid Holidays Each Year
• Career Growth Opportunities
• Fun & Friendly Work Environment
• FREE Life Insurance
• FREE Short-Term Disability

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.