Customer Experience Representative - Pittsburgh, United States - Boehmer Heating & Cooling

Description

Job Description

Job description

Over 90 Years of Putting You First

Boehmer Heating & Cooling Company, a legacy that began in 1933 with founder William F. Boehmer, has been a steadfast presence in the Pittsburgh area. Starting with a focus on coal furnace repairs, stoker installations, and gas conversions, the company's dedication to quality HVAC service was passed down through generations. William's sons, Herbert, William C., and David A. Boehmer, were pioneers in various aspects of the industry, including innovative Service Agreements, effective business management strategies, a commitment to customer satisfaction, and early adoption of computer integration. Today, we continue this tradition of excellence, providing reliable heating and cooling solutions to our valued customers.

Our Culture

We foster an open and accessible work culture that encourages communication and collaboration. Our leadership believes in breaking down barriers and maintaining an open-door policy if we're in the office and not on the phone, we're available. We strive for a mentorship-style relationship, where employees are not just colleagues but a guide, creating an environment that promotes growth, learning, and a strong sense of teamwork.

Our Values

• Growth: We are committed to continuous improvement and development, both individually and as a company. We embrace change and actively seek opportunities to learn and evolve.
• Professionalism: We conduct ourselves with the highest level of integrity, accountability, and expertise. We take pride in our work, maintain a strong work ethic, and adhere to professional standards.
• Superior Service: Our dedication to excellence is reflected in the exceptional service we provide to our customers. We go above and beyond to meet their needs and exceed their expectations.
• Perseverance: We face challenges with determination and resilience. We do not give up easily and are steadfast in our pursuit of success, even in the face of adversity.
• Quality: We are committed to delivering the highest quality products and services. We take pride in our craftsmanship and attention to detail, ensuring that everything we do reflects our commitment to excellence.
• Passion: Our enthusiasm and love for what we do drive our dedication to delivering outstanding results. We approach our work with energy, creativity, and a deep sense of purpose.
• Ethical Behavior: We uphold the highest ethical standards in all our actions and decisions. Integrity and honesty are at the core of our interactions with customers, colleagues, and partners.
• Positivity: We maintain a positive and supportive work environment that fosters collaboration, innovation, and a can-do attitude. Our optimism empowers us to overcome challenges and inspire those around us.

Why Join Us

• Be a Part of Growth: Joining us means becoming an integral part of a team that is constantly evolving and growing. You'll have the opportunity to contribute to our ongoing success and be a driving force behind our development, making a real impact on our future.
• Join a Collaborative Environment: We foster a collaborative and supportive work environment where your ideas are valued, and your contributions are recognized. You'll have the chance to work with a team that values teamwork, creativity, and innovation, creating a fulfilling and engaging professional experience.

Pay

• $19.00/hour

Benefits

• Medical
• 401(k) / Matching
• Continued Education
• Job Training
• Paid Holidays andPTO

Responsibilities

The CXR supports the day-to-day operations of the company and is the primary point of contact for customers. The CXR answers the phone, obtains customer information, books calls, and addresses customer concerns. If an issue arises, the CXR will work diligently to solve the problem, to the customers satisfaction. As part of this responsibility, the CXR will develop and manage reports, and interact with field personnel to schedule calls efficiently.The essential functions of this roleinclude, but are not limited to the following:

• Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company. Good communication with the client is essential Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated. Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members spirit.
• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Notify clients ahead of time if the technician/company representative/comfort advisor is not going to arrive at their home in the scheduled time window and reschedule the time to the clients satisfaction.
• Making sure that Agreement/Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls. Performing the budgeted number of service and repair calls each day is critical because residential replacement leads are coming from those calls.
• Assist with supervising and dispatching all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Debrief technicians after each call and make sure they collected payment.
• Obey the company Code of Ethics and the Team Rules.

Our Hiring Process

1. Fill out the simple application.
2. A recruiter from our recruiting company, Yellowstone Local will reach out promptly for a prescreening call.
3. If we are a good fit for each other, they will schedule an in-person interview with the hiring manager.
4. We will make an offer if you are a good fit.

Job requirements

• High school diploma/GED required
• Associate degree preferred but not required
• Self-starter, reliable, and flexible with hours
• Strong customer service skills
• Present and communicate professionally (written and verbal)
• Excellent interpersonal communication skills on a professional and technical level
• Able to work both independently and as part of a team
• Strong knowledge of Microsoft Excel and Word
• Must be a critical thinker - Strong English composition skills
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within the department
• Bilingual a plus, not required
• Ability to work more than 40 hours per work week and up to 12 hours per day
• Must be authorized to work in the US.

"We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status."