Customer Service Representative

Job Description

Salary:

Are you ready to join a long-standing, award-winning, company? Do you see yourself working in an environment where employees are treated with integrity, respect, training opportunities, and are part of a mission to do good in the community? Falcon Heating & Air Conditioning is a leading residential HVAC company in the community, providing exceptional customer service and quality work. Join our ever growing team and see what differentiates us from the competition.

We are seeking a full-time Customer Service Representative/Dispatcher. Ideal candidates have excellent communication skills, a strong work ethic, are detail oriented, and team players.

Responsibilities include, but are not limited to:

Professionally books service calls from customers

Route/dispatch Service Technicians within assigned zones

Maintain contact with Service Technicians throughout the day

Review Service Technicians’ payroll time entries

Collect builder POs

Review electronic service tickets for accuracy and completeness

Possess the capability of handling all types of customer service situations

Respond to homeowners, builders, and technicians via phone and email

Accurate use of company’s software program – Global Edge (GE)

Assist Supervisor as needed

Perform other related duties as assigned

Required Qualifications:

Fluent in English (written and oral)

High school diploma or GED

Previous customer service experience in an office setting for at minimum of 2 years

Data entry experience

Proficiency working with Microsoft Office (Word, Excel, Outlook)

Excellent customer service skills

Previous experience in a fast-paced, customer-focused environment

Previous experience with escalated customer issues

Positive attitude and great work ethic

Regular attendance and punctuality

Attention to detail

Demonstrate longevity in previous places of employment

Days and hours are Monday through Friday, 7 a.m. to 4 p.m in the office. No weekend work required!

Working overtime may be necessary depending on the needs of the business.

Preferred Qualifications:

Previous dispatch or high-call volume experience

Benefits:

Medical and vision insurance with company contribution of 55% toward the employee & 25% company contribution towards the family or children

Dental Insurance

Paid Sick Leave

Paid Vacation

Paid Holidays

Supplemental Insurance (Disability, Accident, Life, etc.)

401k (with 50% company match)

Parental Leave

Referral bonus

Working in a state-of-the-art facility