HVAC Customer Service Representative

Job Description

Job Description

BDL Heating & Cooling is an HVAC company servicing both residential and commercial clients. Along with our sister plumbing company Priority One Plumbing & Heating, Inc. we are looking for a highly skilled and organized individual to fill the role of Customer Service Representative (Monday-Friday 7:00 AM - 4:30 PM). This is an in person role, located at our office at 90 George Leven Drive, North Attleboro, MA 02760.

This role will be responsible for working with our clients and internal team to deliver an exceptional customer service experience.

Job Duties:

-Answer incoming phone calls with an emphasis on delivering an exceptional customer experience

-Intake, organize, and respond to inbound service requests through a variety of methods including phone calls, text messages, emails, and website contact forms

-Review and organize daily on call report from answering service, working directly with on-call technician to identify calls needing further attention

-Interact with office, field and management staff to provide a timely response to all customer service needs ensuring high levels of customer satisfaction

-Book service calls, estimates, and tune-ups in CRM software (Service Titan) with respect to technician availability, skill sets, and travel routes working to optimize the efficiency of our service schedule

-Make outbound phone calls to book preventative maintenance visits for customers that are members of our maintenance contract program

-Input calls for other team members into call logging software (Asana)

-Answer general questions on pricing, maintenance contract program and a variety of other topics

-Accept customer payments both over the phone and in person

-Deescalate customer situations as needed and properly identify calls that need to be escalated to management

-Perform other administrative duties as needed

Qualifications:

-Excellent communication, organizational and interpersonal skills

-Willingness to spend most of your shift on the phone

-Ability to multi-task and work in a fast paced environment

-Ability to work as part of a team

-Knowledge of Office 365, including Outlook, Microsoft Word, and Excel

-Good typing skills, with the ability to type and talk on the phone at the same time

-Ability to start your shift at 7:00 AM daily

-Previous HVAC knowledge is preferred, but not required

-Previous experience working with Service Titan or a similar CRM program is preferred, but not required

-Previous experience working with Asana is preferred, but not required

Compensation/Benefits:

-This role will be paid an hourly rate commensurate with experience

-This role will be paid a monthly performance bonus, as well as an annual Holiday bonus

-Annual On Target Earnings Between: $45,000.00 - $60,000.00

-401k with 4% Match

-Harvard Pilgrim Healthcare (50% of Premium Paid by Company)

-Altus Dental Insurance

-Life Insurance Equal to 2x Earnings (100% of Premiums Paid by Company)

-Short Term Disability (100% of Premiums Paid by Company)

-Long Term Disability (100% of Premiums Paid by Company)

-Paid Time Off (PTO)

-6 Paid Holidays Per Year

-Employee Discounts

BDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems.

Company Description

BDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems.