Call Center Representative 2

CoolSys - Refrigeration and HVAC Systems; Phoenix (AZ); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading company in HVAC solutions is seeking a Call Center Representative to manage technician dispatch and customer communication. This remote role requires candidates to live within 30 miles of Phoenix, AZ. Join a supportive team with competitive benefits and opportunities for growth.

Benefits

Medical, Dental, Vision and Prescription coverage

Paid vacation and holidays

401(K) match

Life insurance, AD&D and long-term disability

Tuition reimbursement

Employee discounts

Pet Insurance

Legal Plan, and ID Theft Protection

Qualifications

• Minimum 6 months of dispatch experience in a fast-paced environment.
• Certification from an accredited vocational-technical or trade school a plus.

Responsibilities

• Prioritize incoming calls and assign technicians.
• Maintain proactive communication with customers regarding missed SLAs.

Skills

Communication

Organization

Computer Skills

Education

High school diploma/GED

Job description

Join to apply for the Call Center Representative 2 role at CoolSys - Refrigeration and HVAC Systems

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Overview

With over 150 years of experience, and headquartered in Southern CA, CoolSys is the market-leading indoor environment solutions company. Our full spectrum of best-in-class services includes HVAC & refrigeration installations, remodels, service & maintenance; and energy solutions, including controls and lighting. CoolSys serves customers in the retail, commercial, food service, educational, healthcare, and industrial markets.

WHY JOIN US

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay
• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• 401(K) match
• Life insurance, AD&D and long-term disability
• Tuition reimbursement
• Opportunities available nationwide
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more
• Pet Insurance
• Legal Plan, and ID Theft Protection

Responsibilities

• This is a remote role, but candidates must live within 30 miles of Phoenix, AZ

Position Summary

Distribute work to Technicians based on technician’s skills, urgency of a problem, aging of the problem, geography/distance of the customer, nature of the work, and other cost factors (e.g., overtime). Owns calls received from beginning to end. Follows company policies, procedures and practices related to dispatch.

Schedule

Open Availability

Essential Duties And Responsibilities

• Prioritize incoming calls.
• Assign and dispatch technicians.
• Work with Service Managers to address open calls.
• Maintain proactive communication with customers regarding missed SLAs.
• Verify nightly “on call” crew.
• Understand the geography of the market and the technicians.

Qualifications

Essential Knowledge, Skills, Abilities, and Competencies:

• Strong computer (Excel/Outlook) skills.
• Ability to handle multiple tasks concurrently.
• Stay calm under pressure.
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Flexible schedule to work weekends, holidays or overtime as required.
• Friendly and helpful demeanor.

Education And Experience

• High school diploma/GED
• Minimum 6 months of dispatch experience in a fast-paced environment.
• Certification from an accredited vocational-technical or trade school a plus!
• Our Employment Benefits include:
• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• 401(K) match
• Life insurance, AD&D and long-term disability
• Tuition reimbursement
• Paid Technical Training Programs

Join Us

Today, there are 26 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

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Coolsys is an EEO/AA Employer. All qualified individuals - including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. Coolsys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.