Customer Service Representative

We are actively interviewing for this position - Apply today and our hiring manager will follow up!

At Aire Serv, we’re more than just a "heating and air conditioning company." We’re a dedicated team of service, sales, installation, and support professionals that know how to make a great first impression. From the professional appearance of our technicians and office personnel to the attention to detail we give every job, we stand by our Neighborly Done Right

Promise every time.  

As a Customer Service Representative & Dispatcher, you are a key member of the team and represent Aire Serv on all calls. Exemplifying our code of values by showing respect and courtesy to all customers and employees. You

are often a customer’s primary point of contact with our company. Your duties and responsibilities as the CSR include managing incoming calls and responding efficiently to customer inquiries, generating sales leads that develop into new

customers, and identifying and assessing customer needs to achieve the ultimate customer satisfaction.

You are self-motivated, energetic, and enjoy helping people. You are driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day-to-day basis.

Specific Responsibilities:

· Receive incoming calls in a professional and courteous manner

· Scheduling appointments

· Assigning daily work/calls to technicians

· As Necessary perform marketing and sales functions to sell additional work and earn business

· Complete work orders, return customer calls and respond to customer complaints

· Maintain office services by organizing office operations and procedures and preparing and reviewing purchase orders.

· Perform other duties as needed which may include cross-training in related positions

· Process warranty claims and monitor the claims start to finish

· Ensure there is a schedule and a plan daily/weekly/monthly for all technicians  

· Monitor and schedule residential preventative maintenance

·  Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/customer service team sales targets and call handling quotas

·  Follow communication procedures, guidelines and policies

Job Requirements:

· Positive Attitude with strong phone contact handling skills and active listening

· Team player who can work independently and be proficient

· Administrative experience

· Strong written and verbal communication skills

· Exceptional organizational skills

· Ability to multi-task and prioritize

· Detail-oriented with strong data entry skills

· General computer knowledge, including Microsoft Office

· Delivering high-quality service in the most efficient manner.

·  You’ll help improve upon current processes to ensure quality, profitability, and future growth.

· The team looks to you for support and to maintain a positive company culture.

· You find solutions for issues that come up among the staff and you help ensure that other team members in the office have the training they need.  

· You work in conjunction with the management team to meet goals.  

· You implement Aire Serv franchise systems effectively and efficiently throughout the business.  

· You maintain professional communication with all 3rd party partners: including but not limited to home warranty, remodel, renovation companies, along with any company that provides services and maintenance to the building(s) and vehicles

· You are passionate about serving others, including your team, the customers, and the community.  

· You love the customer service side of business and enjoy assisting with booking service calls, dispatching, quality control, and covering when the others are away from the business.  

· You see customer service issues as an opportunity to turn every customer into a raving fan.  

· You pride yourself on your communication and are exceptional at getting the work done no matter what it takes.

· Work alongside the Business Manager to ensure success in your role, and the company

Pay and Benefits

• Competitive Pay: Starting at $21 per hour (based on experience)
• Benefits: Comprehensive benefit package including Medical, Dental, Company Match 401K, Vacation time. More information upon interviewing
• Hours: Monday - Friday 8-4
• 6 Paid Holidays
• Seasonal Company Funded Outings

We Measure Success  

• Attendance: Might sound basic, but it’s critical for the customer service representative to set the example in attendance for the rest of the team.  
• Return Rates: You’ll ensure quality control to make sure it’s rare to ever need to go back to redo a job.  
• Employee Retention: Ensuring a healthy team environment and keeping people accountable will help reduce turnover.  
• Customer Retention: Building great relationships with each customer, and ensuring that they receive exceptional service, will keep them coming back.  
• Full Utilization of Software & Processes: This helps make all of the above possible.  
• KPI’s: Driving success through your Key Performance Drivers

With more than 200 locations throughout the United States and Canada, Aire Serv is a trusted name in the field of heating and air conditioning installation, maintenance, and repair. We are proud of our reputation for putting clients first and getting the job done right the first time, every time. We are a team of qualified experts dedicated to living our code of values of Respect, Integrity, and Customer Focus while having fun in the process!