Customer Service Representative

Job Description

Salary:

Falcon Heating Air Conditioning, Inc. is a privately owned, established HVAC and plumbing company of 37 years with rapid expansion, unlimited earning potential, and advanced career path opportunities. Join our ever-growing team and see why we are one of the best HVAC companies in the region.

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
• 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 companys software program Service Titan
• 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 from 7:00 am - 4:00 pm; or 8:00 am - 5:00 pm; or 9:00 am - 6:00 pm.
• Working overtime may be necessary depending on the needs of the business.

Preferred Qualifications:

• Previous dispatch or high call volume experience

Compensation:

• Hourly rate
• Bonus and commission

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

AAP/EEO Statement

Falcon Heating & Air Conditioning, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.