CUSTOMER SERVICE REPRESENTATIVE

Description

Authority HVAC, a national HVAC provider for retail chains, is seeking a Customer Service position.

Authority HVAC is utilized by major apparel, home furnishings, electronics, hospitality, and other specialty retail chains to maintain the heating and air conditioning services for their retail stores across the United States. The company performs these services through a combination of local service providers and our own directly employed service technicians.

The role of the Customer Service Representative position is to lead the "repair request" process from the point it's received by the customer to the point the repair is completed at the store. There are multiple steps in this process, but the most important aspect of the role is "Customer Service Excellence"- showing each customer the respect, urgency, and communication level necessary to make us shine!!

Responsibilities and Duties

• Acknowledging receipt of service requests
• Dispatching service requests to assigned vendors
• Confirming receipt and schedule dates
• Monitoring ETA commitments from vendors
• Confirming completion
• Monitoring each phase of the service request process and communicating each milestone to the customer either via e-mail or via third-party customer portal.
• Reviewing paperwork from each service request for compliance prior to submitting to billing

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Requirements

• 2-3 years experience in customer service position directly in HVAC, Plumbing, or Construction 
• Experience in trade industries, facilities management
• PC fluent including MS Office
• Typing minimum 20-30 wpm
• Commercial HVAC Industry knowledge required 
• Successful candidates will be able to demonstrate skill sets such as organization, attention to detail, ability to handle pressure, task orientation, and foster interpersonal relationships

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