Customer Service Representative

Air Control Home Services; Lake Havasu City, Northern (AZ, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Short-term disability

Dental/Vision

Life insurance

Long-term disability

401k match

Paid Time Off

Paid holidays

Ongoing training

Family-oriented culture

Job summary

Air Control Home Services in Lake Havasu City, AZ is seeking a friendly, detail-oriented Customer Service Representative to convert incoming calls into booked appointments and support our field team. You will handle inquiries by phone, email, and chat, and maintain accurate records to help dispatch prioritize work.

Ideal candidates have one year of customer service experience, strong computer skills, and excellent communication.

Qualifications

• One year of customer service experience.
• Proficient with computers and common office software (word processors, spreadsheets, email).
• Strong typing with high accuracy and attention to detail.
• Excellent communication 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 preferred but not required.
• Bilingual candidates preferred.

Responsibilities

• Convert incoming calls into booked service appointments.
• Make outbound calls to ensure field personnel have a full schedule daily.
• Answer calls and respond to emails, texts, and chats promptly.
• Address customer concerns and seek satisfactory solutions.
• Maintain and update the customer database with accurate information.
• Coordinate with dispatch and the manager.
• Prioritize urgent customer calls and relay details to technicians.
• Relay detailed information to technicians to ensure quality service.
• Record and report service calls.
• Reminders for maintenance, renewals, and follow-up campaigns.

Skills

Customer service

Computer skills

Typing

Communication skills

Organizational skills

High-pressure environment

Phone dispatching

Service Titan

Bilingual

Tools

Service Titan

Spreadsheets

Word processing

Email systems

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