- Scheduling:
- Preventative maintenance visits due for delivery.
- Ensure proper resources are scheduled according to service need.
- Optimize the service tech calendar to increase efficiency.
- Customer Communication:
- Manage customer service issues, deploying appropriate techs to achieve resolution.
- Effectively handle escalated customer issues, scheduling or rescheduling service appointments as needed.
- Gain alignment from customers on proposed service work to build service revenue.
- Create PO's for part ordering and follow up with Materials Manager and Service Technicians for part tracking.
- Continually update customers on remaining balances due.
- Notify customers of expired credit cards used for subscription payment.
- Communication:
- Act as the sole point of contact for the service crews.
- Ensure service crews have updated customer information.
- Compile information related to post-install issues, and call-backs, so that root causes can be addressed by project coordinators and managers.
- Respond professionally and in a timely manner to calls and emails.
- Perform additional tasks as required.
- High School diploma or equivalent.
- 3+ years' experience working in the customer service field or a customer centric call center environment
- Experience working in the HVAC/Construction field a plus.
- Proficiency working with MS Office.
- Proficiency working with Salesforce preferred.
- Customer focused.
- Excellent communication skills.
- Ability to work independently or as part of a team.
- Time Management skills.
- Problem solving ability.
- Position requires proficiency in reading, writing, and communicating in English.
- Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.
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HVAC Service Coordinator - Woburn, United States - Homeworks Energy
Description
Job Description
Job DescriptionHVAC Service Coordinator
Positions Type: This is a full-time hourly position that is eligible for overtime. This position is also eligible for commissions and bonuses that are based on performance.
Job Summary:
The Service Coordinator plays a critical role in our organization and is responsible for office support of the HVAC service department, including call intake, customer service, dispatching, and administrative tasks.
Essential Functions:
The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.
Education & Experience:
Physical Demands:
About HomeWorks Energy:
HomeWorks Energy is a trusted Mass Save partner, helping Massachusetts neighbors all over the state save energy and money at home. Our certified home energy experts have performed more than 200,000 Home Energy Assessments and we're proud to be the largest Home Performance Contractor in Massachusetts, leading the region in energy efficiency. Join a growing organization that is passionate about working together to save energy and reduce cost.
Equal Opportunity Employer:
At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.
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