Customer Service Representative

Air-Control-Home-Services-1; Lake Havasu City (AZ); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Company Paid Health Insurance

Company Paid Short Term Disability

Voluntary Dental/Vision

Voluntary Life Insurance

Supplemental life insurance

Long-term disability

401k Plan with a company match

Paid Time Off

Company Paid Holidays

Ongoing Training

Family-oriented culture

Job summary

Air-Control-Home-Services-1 is seeking an inside support specialist to convert incoming calls into booked service appointments and perform outbound scheduling to keep field technicians fully scheduled. You will respond to inquiries, update the customer database, and coordinate with dispatch to ensure a high-quality customer experience in a fast-paced home-services environment.

The role requires excellent communication, strong organizational skills, and the ability to work under pressure.

Qualifications

• Minimum 1 year in customer service.
• Proficient with computers, email, word processing and spreadsheets.
• High typing speed and accuracy.
• Excellent communication and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to work well under pressure in a fast-paced environment.
• Knowledge of phone dispatching systems.
• Experience with Service Titan is a plus.
• Bilingual candidates are preferred.

Responsibilities

• Answer incoming customer calls and respond to emails, texts, submissions and chats.
• Convert calls into booked service appointments; make outbound calls to keep technicians busy.
• Maintain and update customer database with accurate information.
• Coordinate with dispatch and management to prioritize urgent calls.
• Relay detailed information to field technicians to ensure quality service.
• Record and report service calls and follow up on reminders and renewals.
• Fill open schedule times by contacting customers for availability.
• Follow up on missed calls and inquiries in a timely manner.

Skills

Customer service

Computer skills

Typing

Communication

Organization

Stress management

Phone dispatching

Service Titan

Bilingual

Job description

What We Do

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s plumbing, heating, and air conditioning, and electrical systems. Our team works in a dynamic and fast-paced environment, where every day brings new challenges and opportunities to make a positive impact.

The available schedules for this position will be:

• Monday - Friday from 9:00AM to 6:00PM
• Tuesday - Friday from 9:00AM to 6:00PM and Saturday from 7:00AM to 4:00PM

NOTE: Saturday work will be required on a rotating basis during peak season for non-Saturday schedules.

The Big Task

You will promote customer satisfaction by converting incoming customer calls into booked service appointments as well as making outbound calls to ensure our field personnel has a full schedule daily.

Key Sub Tasks

• Answer incoming customer calls and respond to emails, texts, submissions and chats promptly.
• Address customer concerns and work towards finding satisfactory solutions.
• Learn the call script in order to sound professional and authentic when speaking with our customers.
• Participate in training so that you grow and develop as a professional.
• Maintain and update our customer database with complete and accurate information.
• Maintain communication with dispatch and your manager.
• Learn the business and learn how to prioritize the most urgent customer calls.
• Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field.
• Record and report the service calls.
  
• Make outbound calls to customers for maintenance reminders, membership renewals, and service follow-up campaigns.
• Contact customers to fill open schedule availability and maximize technician efficiency.
• Follow up on missed calls, voicemails, web requests, and online inquiries in a timely manner.

Desired Skills and Experience

• One (1) year customer service experience.
• Proficient in computer use, with experience navigating various software applications, including word processing, spreadsheets, and email systems.
• Strong typing skills with high accuracy and attention to detail required.
  
• Excellent communication skills and problem-solving skills.
• Strong organizational skills and attention to detail.
• Ability to work in a high-pressure, fast-paced environment.
• Knowledge of phone dispatching systems.
• Knowledge of Service Titan is preferred, but not required.
• Bilingual candidates are preferred.

What We Offer:

• Company Paid Health Insurance
• Company Paid Short Term Disability
• Voluntary Dental/Vision
• Voluntary Life Insurance
• Supplemental life insurance, and long-term disability available
  
• 401k Plan with a company match
• Paid Time Off
• Company Paid Holidays
• Ongoing Training
  
• A family-oriented culture—where we support one another, celebrate wins, and have fun along the way.
  

Equal Opportunity Employer/E-Verify Employer