Customer Service Representative

Falcon Heating & Air Conditioning Inc.; Sterling (VA); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical and vision insurance

Dental Insurance

Paid Sick Leave

Paid Vacation

Paid Holidays

Supplemental Insurance

401k with company match

Parental Leave

Referral bonus

State-of-the-art facility

Job summary

Falcon Heating & Air Conditioning Inc. seeks a full-time Customer Service Representative/Dispatcher in Sterling, VA. The role books service calls, routes technicians, maintains contact, and reviews time entries, using GE software.

You will respond to homeowners, builders, and technicians by phone and email while supporting the supervisor. Ideal candidates have at least 2 years in a fast-paced office CS role, strong communication, and attention to detail.

Qualifications

• High school diploma or GED required.
• Minimum 2 years in a customer service office setting.
• Data entry proficiency and MS Office skills.
• Ability to handle escalated customer issues with poise.
• Excellent communication and teamwork.

Responsibilities

• Professionally books service calls from customers.
• Route/dispatch Service Technicians within assigned zones.
• Maintain contact with Service Technicians throughout the day.
• Review Technicians’ payroll time entries.
• Collect builder POs.
• Review electronic service tickets for accuracy.
• Handle all types of customer service situations.
• Respond via phone and email to homeowners, builders, and technicians.
• Accurate use of GE software.
• Assist Supervisor as needed.
• Perform other related duties as assigned.

Skills

English fluency

Data entry

MS Office

Customer service

Attention to detail

Punctuality

Longevity

Team player

Education

HS Diploma/GED

Tools

Global Edge (GE)

Job description

Are you ready to join a long-standing, award-winning, company? Do you see yourself working in an environment where employees are treated with integrity, respect, training opportunities, and are part of a mission to do good in the community? Falcon Heating & Air Conditioning is a leading residential HVAC company in the community, providing exceptional customer service and quality work. Join our ever growing team and see what differentiates us from the competition.

We are seeking a full-time Customer Service Representative/Dispatcher. Ideal candidates have excellent communication skills, a strong work ethic, are detail oriented, and team players.

Responsibilities include, but are not limited to:

• Professionally books service calls from customers
  
• Route/dispatch Service Technicians within assigned zones
• Maintain contact with Service Technicians throughout the day
• Review Service Technicians’ payroll time entries
• Collect builder POs
• Review electronic service tickets for accuracy and completeness
• Possess the capability of handling all types of customer service situations
• Respond to homeowners, builders, and technicians via phone and email
• Accurate use of company’s software program – Global Edge (GE)
• Assist Supervisor as needed
• Perform other related duties as assigned

Required Qualifications:

• Fluent in English (written and oral)
• High school diploma or GED
• Previous customer service experience in an office setting for at minimum of 2 years

• Data entry experience
• Proficiency working with Microsoft Office (Word, Excel, Outlook)
• Excellent customer service skills
  
• Previous experience in a fast-paced, customer-focused environment
• Previous experience with escalated customer issues
• Positive attitude and great work ethic
  
• Regular attendance and punctuality
• Attention to detail
• Demonstrate longevity in previous places of employment
• Days and hours are Monday through Friday, 7 a.m. to 4 p.m in the office. No weekend work required!
  • Working overtime may be necessary depending on the needs of the business.

Preferred Qualifications:

• Previous dispatch or high-call volume experience

Benefits:

• Medical and vision insurance with company contribution of 55% toward the employee & 25% company contribution towards the family or children
  
• Dental Insurance
• Paid Sick Leave
• Paid Vacation
• Paid Holidays
• Supplemental Insurance (Disability, Accident, Life, etc.)
• 401k (with 50% company match)
• Parental Leave
• Referral bonus
• Working in a state-of-the-art facility