Call Us: 936-205-2228  |  Schedule Services Now  |  24/7 Emergency Service

Position Title: Customer Service Specialist 

Schedule: Monday-Friday (8am-5pm)

*THIS IS AN IN-OFFICE ROLE*

Key Responsibilities:

• Answers incoming phone calls from customers and assists call or routes call to appropriate person 

• Maintains good customer relations

• Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions) 

• Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues 

• Maintains customer records by updating account information 

• Accurately dispositions calls in call monitoring software 

• Updates schedule whenever calls or booked, rescheduled or cancelled 

• Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response 

• Communicates with customers on the status of service calls 

• Assists with dispatching as needed 

• Continually maintains working knowledge of all company products, services, and promotions 

• Working with dispatch to improve accuracy in scheduling and speed of response 

• Reliable attendance and on-time job performance  

• Performs similar/other duties as needed or assigned 

Position Title: Service Technician

Reports To: Field Supervisor or General Manager 

Status: Full-time, Regular position

Category: Technician

Under minimal supervision, performs diagnostic and service work on residential and/or light commercial HVAC equipment and accessories. Communicates with customer to answer questions, resolves problems, and ensures complete customer satisfaction. Promotes products and services to customer. Works under the direction of the Field Supervisor or General Manager.

Key Responsibilities:        

• Works under minimal supervision to perform residential and/or light commercial service and maintenance calls  

• Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner  

• Diagnoses and performs services on heating, air conditioning, ventilation, and refrigeration equipment as well as accessories in an accurate and timely manner  

• Inspects equipment and performs diagnostics on equipment to identify potential problems to prevent premature and unexpected breakdowns or callbacks  

• Completes routine maintenance and equipment cleaning as needed or required  

• Responsible for delivery and removal of parts and equipment needed to complete service work  

• Using hand-held device records all required information on customer call. Completes all forms and paperwork in a neat, timely, complete, and accurate manner. Collects payment from customer.  

• Communicates with dispatch, while on duty, to ensure dispatcher has an accurate status report of activities and availability  

• Responsible for delivery of excellent customer service and sustaining high levels of customer satisfaction  

• Promotes products and services to the customer. Calls Sales and Service Coordinator with specifics on replacement product sales leads generated from customer service visit.  

• Ensures company property, vehicles, and tools are being used, maintained, and properly accounted for  

• Represents the company professionally, honestly, and ethically in all business matters and activities  

• Follows standard procedures and process, ensures that the company vehicle is properly stocked, returns defective warranty parts to the branch, and orders/replenishes vehicle stock as needed  

• Performs similar/other duties as needed or assigned  

• Regular, reliable attendance 

Position Title: Door Hanger

Schedule: Part Time

Key Responsibilities:

• Hang door tags with sales material in neighborhoods

• Maintains good customer relations

•  Canvass neighborhoods door-to-door (no contact required)

​

Requirements:

• Self-motivated and results-driven individual

• Strong communication and interpersonal skills

• Ability to work outdoors for extended periods of time, enjoying fresh air and sunshine

• Reliable vehicle and smartphone

• Valid driver’s license