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    Lead Customer Service Representative - Denver, United States - Tolin Mechanical Systems

    Tolin Mechanical Systems
    Tolin Mechanical Systems Denver, United States

    5 days ago

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    Description

    ** Tolin Mechanical Systems Co**

    ** Lead Customer Service Representative**

    Denver, CO 80239

    **Company Overview:**

    Service Logic is the nations largest independent HVAC service company with over $400 million in annual sales and 1,800 employees. The strategy of Service Logic is to identify and acquire quality local HVAC service companies and accelerate the organic growth of recent acquisitions as well as the base businesses by focusing on increasing the maintenance contract base.

    Tolin Mechanical Systems Company (Tolin) was the first HVAC company acquired by Service Logic in 2004. Tolin was originally established in 1948 in Denver, Colorado and including Denver also has 3 other offices in Colorado [Fort Collins, Colorado Springs, Silverthorne], 2 offices in Arizona [Phoenix, Tucson] and an office in the Mid-Atlantic region. Tolins annual sales exceed $70 million and Tolin has approximately 285 employees.

    Tolin is proud of the customer-centric team we have built over the years, made up of the most talented engineers, HVAC technicians, sales professionals, operations personnel and our highly qualified financial and administrative team. We provide centralized corporate services to all locations from our corporate headquarters in Denver, CO.

    **General Description:**

    We have an opening for a **Lead** **Customer Service Representative** at our **Denver branch**. This positions primary objective is to p rovide support in Customer Service to assist in the day-to-day functions of the department. Assist in the ongoing training of mobile technology, trouble shooting, and support to field technicians, and back up the Manager of Customer Service in the development/improvement of the technology and systems used in the field and customer service. Provide support and back-up to Customer Service Representatives to ensure internal and external customers commitments are met.

    **Responsibilities for Lead Customer Service Representative include:**

    Provide support and assistance to Customer Service Manager to assist in the deployment of initiatives to field employees.

    Assist in training and support of Mobile Technology to field employees, including new hire training, deployment of new acquisitions, and technical troubleshooting.

    XOi Training and field support.

    Quick Quote Administration and Troubleshooting support.

    Assist Customer Service in the development of updating procedures and training.

    Provide back-up support in customer service for taking customer calls, dispatching, and purchase order writing.

    Support Customer Service Manager in supervising customer service reps as back-up.

    Provide back-up support for entering tasking and ensuring the tasking inbox is monitored.

    Assist in the management of the Service Manager unbilled panel tool, build process and procedures for CSRs and/or Service Coordinators involvement in the unbilled panel.

    **Ideal candidates will have the following qualifications** :

    Two years of post-secondary education and/or minimum of two years commercial HVAC dispatch experience preferred

    Computer literate and technology savvy

    Proficient in Microsoft Suite

    Excellent verbal and written communication skills

    Excellent Customer Service Phone Skills

    Ability to understand technical terminology and mechanical processes

    Key2Act/Great Plains software experience a plus

    Understanding or 3rd party work order systems (Service Chanel, etc.)

    Strong Organizational skills

    Ability to multitask, detail oriented, positive attitude

    **Minimum Qualifications for Lead Customer Service Representative:**

    Over 18 years of age

    High School diploma or GED

    Excellent written and verbal communication skills

    Excellent Customer Service phone skills and overall Customer Satisfaction

    Ability to understand technical terminology and mechanical processes

    Technical Competency

    Proficient in Microsoft Suite

    Strong organizational skills and performs Quality work

    Detail oriented and ability to multi-task

    Strong leadership skills and builds company relationships

    Sales knowledge

    Ability to perform and lead special projects

    **Compensation & Benefits:**

    Average Starting Rate: $19.24- $24.00/hr. Combined experience, education, skills and knowledge will be taken into consideration.

    Medical, Dental and Vision Plan

    Life insurance

    Long Term disability

    Flexible Spending Accounts

    401K Plan

    Profit Sharing based on company performance

    Tuition Reimbursement

    Company cell phone

    Paid Holidays

    PTO

    Professional training and development

    Tolin Mechanical Systems will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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