HVAC Customer Engagement Coordinator (opens in new tab)

T. F. O'Brien & Co.; Hillside Manor (NY); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

401(k) with company match

Vacation, Holiday, and Sick Pay

Vision insurance

Health insurance

Life insurance

Competitive compensation

Paid Overtime

Disability insurance

Employee assistance program

Employee discount program

Room for growth within the company

Laptop, headset & access to integrated

Job summary

T.F. O’Brien Cooling & Heating seeks an energetic and motivated Customer Engagement Coordinator who will act as a liaison, provide product/service information, and resolve any emerging problems that our customers might face with accuracy and efficiency.

The ideal candidate is genuinely passionate about helping customers and creating an outstanding experience. They are patient, empathetic, and highly communicative, with a natural ability to build trust and solve problems.

Qualifications

• Assist in dispatching field personnel.
• Ability to understand and offer solutions to customers.
• Excellent organizational & communication skills.
• Capable of multitasking & working on and/or involved with multiple projects.
• Desired to learn and be a team player.

Responsibilities

• Scheduling of service calls for HVAC Technicians.
• Promote the residential service and commercial & maintenance agreement program.
• Interact effectively with field personnel to achieve total customer satisfaction.
• Expedite field personnel calls efficiently.
• Ensure that past-due and credit-hold customers are offered service only after the account is up to date.
• Determine the quickest, most effective ways to answer a client’s or customer’s questions
• Troubleshoot with the customer's Air conditioner systems or heat systems over the phone.

Skills

Dispatching experience

Customer solutions

Communication skills

Multitasking

Team player

Job description

HVAC Customer Engagement Coordinator | Benefits + Incentives

Experienced candidates may qualify for higher pay based on HVAC, dispatching, scheduling, call center, or home-service experience.

Competitive Weekly Pay + Benefits, Career Growth Opportunities, Positive Workplace Culture,Stability, and Paid Training

Are you passionate about making a positive difference in customers' lives? Do you find it rewarding to help customers? Do you have a talent for understanding a customer's unique needs and finding a solution?

T.F.O'Brien Cooling & Heating seeks an energetic and motivated Customer Engagement Coordinator who will act as a liaison, provide product/service information, and resolve any emerging problems that our customers might face with accuracy and efficiency.

The ideal candidate is genuinely passionate about helping customers and creating an outstanding experience. They are patient, empathetic, and highly communicative, with a natural ability to build trust and solve problems. They can understand a customer’s perspective, advocate when needed, and turn challenges into positive outcomes. They recognize the importance of customer feedback and use it to improve customer experience continuously. Most importantly, they are committed to doing the right thing and delivering exceptional service every day.

The Customer Engagement Coordinator is confident in troubleshooting and investigating if they don’t have enough information to resolve customer issues. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Qualifications:

• Assist in dispatching field personnel.
• Ability to understand and offer solutions to customers.
• Excellent organizational & communication skills.
• Capable of multitasking & working on and/or involved with multiple projects.
• Desired to learn and be a team player.

Responsibilities:

• Scheduling of service calls for our HVAC Technicians
• Promote the residential service and commercial & maintenance agreement program.
• Interact effectively with field personnel to achieve total customer satisfaction.
• Expedite field personnel calls efficiently.
• Ensure that past-due and credit-hold customers are offered service only after the account is up to date.
• Determine the quickest, most effective ways to answer a client’s or customer’s questions
• Troubleshoot with the customer's Air conditioner systems or heat systems over the phone.

Key Relationships:

• Customers & Potential Customers
• Service Manager
• Operations Manager

Performance Objectives:

• Provide excellent and accurate information to customers & potential customers.
• Possess excellent phone skills, listening skills, conflict resolution, and product knowledge.
• Assist with ensuring efficient scheduling and dispatching of service calls,
• Timely response to follow up on service.
• Promote the service & maintenance plan program to all customers & potential customers
• Manage customer expectations through excellent communication.

Benefits We Offer:

• 401(k) with company match
• Vacation, Holiday, and Sick Pay
• Vision insurance
• Health insurance
• Life insurance
• Competitive compensation
• Paid Overtime
• Disability insurance
• Employee assistance program
• Employee discount program
• Room for growth within the company
• laptop, headset & access to integrated software

Maximum effort. Commitment to excellence. Attention to detail. Courtesy. Honesty and transparency. Integrity.

Those are just some of the values we live by at T.F. O’Brien. It's the reason why 14,000 people on Long Island trust us with their home comfort, and it's your path to success with us.

"The Pay is Beyond Exceptional"

One of the best things about working at T.F. O'Brien is the management. They all came from 'in-house.' They worked in the field, so they understand what we go through on a daily workday. And the pay is beyond exceptional. I'm really glad that I came to work for T.F. O'Brien because I can see myself here in the future, and I would definitely recommend it to anyone who wants to make a good career in the HVAC field.

- Charlie Haverty | T.F. O'Brien HVAC Technician

We are an Equal Opportunity Employer and all inquiries are kept confidential.