Clarke & Rush, one of Sacramento's Preferred Home Performance Contractors is growing and we are offering a great opportunity to become an essential part of our team as an HVAC Customer Service.
Why Clarke & Rush?
- We are here to stay . . . Family owned & trusted since 1963
- We are committed to excellence and professionalism
- Competitive Wages
- PTO (Personal Time Off Bank- Paid)
- 401(k) matching
- Paid Holidays (6)
Primary Job Function:
Maintain the Technicians daily schedules and dispatch the technicians as service calls are completed. Schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead-times. Provide accounting with maintenance contract billing information. Prepare service invoices and timecards for processing.
The successful candidate will possess the following characteristics:
Team Leader, Positive Minded, Committed to Excellence, Confident, Results Driven, Intuitive, Problem Solver, Professional, Honest, Strong Communicator, Ability to Inspire, and Sense of Humor
Daily Duties:
· Schedule and coordinate all service calls as calls are received.
· Dispatch Technicians, one call at a time.
· Dispatch Technicians from home to first call.
· Debrief Technicians after completion of each call.
· Respond to all messages left overnight/on call.
· Maintain the dispatch board / schedule.
· Forecast workload.
· Contact customers with a “Parts Pending” status as parts are received for scheduling.
· Follow up on all pending and recommended work with customer utilizing the pending work log.
· Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
· Update customer files as information is received from installation. (Extended warranties, equipment info, new customers.)
· Maintain on call schedule, to include 1st on call and standby technician.
· Maintain customer history files in database.
· Compare service timecards and work orders to service schedule and GPS Report. Check service timecards for accuracy.
· Complete Invoices, pull checks and charge slips and compare to invoices. Forward checks and payments to accounting.
· Process service spiffs
· Happy calls / customer surveys.
· Other duties as assigned.
Skills / Requirements
· Advanced customer service skills
· Geographical knowledge of service area or map reading skills
· 5 years related experience and/or training in customer service, call center, dispatching or project management or equivalent combination of education and experience
· Computer orientated, proficient in Windows based applications, Microsoft Word, Excel, and Outlook
· Excellent oral and written communication skills with regard to spelling and grammar
· Excellent interpersonal and telephone skills including creative problem solving.
· Strong organizational skills, detail, and process oriented and demonstrated leadership ability
* HVAC customer service preferred
· Professional attitude, enthusiastic, and reliable
· Self-motivated and able to work independently as well as part of a team
· Handle customer complaints and maintain positive demeanor
· Have a good understanding of product and services Clarke & Rush offers
· Maintains safe and clean working environment by complying with procedures, rules, and regulations.
· Ability to work on multiple projects and prioritize within set deadlines
· Bilingual a plus
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person