Customer Service Representative

WHY J&W HEATING AND AIR + PLUMBING:

J&W Heating and Air + Plumbing is a residential HVAC and Plumbing company specializing in Northeast Florida area HVAC and Plumbing ,repairs, maintenance, installation. We have been locally Veteran operated for over 55 years. J&W Heating and Air + Plumbing offer sales and service seven days a week with after-hours, on-call, and emergency response options. With our company, there is room to grow for the right candidate looking to be compensated well

Work schedule

• Monday to Friday and weekend availability

• 11am to 8pm

Summary:

Your primary goal in HVAC/ Plumbing customer representative/dispatch services is to promote customer satisfaction by converting incoming customer calls into booked appointments while ensuring efficiency. You will perform various day-to-day tasks for a growing company with an opportunity to advance. This isn�t just a job; it�s a thriving career. We value a friendly demeanor and the capability to converse with customers and technicians enthusiastically and professionally. Your work directly impacts the company's success, and you�ll leave each day knowing you played an integral role in that success.

Who You Are:

Someone looking for a career, not a job. The ideal candidate must have a growth mindset and be interested in professional development. They should also be able to work in a fast-paced environment while being self-motivated to provide exceptional customer service. Must have effective listening and verbal communication skills, proven ability to meet/exceed set goals, and be receptive to constant coaching and feedback. To manage the day-to-day scheduling operations, ensure that jobs are ready for scheduling. The candidate will have experience efficiently scheduling work orders and ensuring technicians have the ability to arrive on time. Plumbing/HVAC/Service industry experience is highly preferred!

Essential Functions & Responsibilities:

• Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, responding to emails, incoming and outgoing correspondence.
• Make outbound calls to existing customers.
• Promote and sell new and additional products/services when applicable.
• Coordinate scheduling of technicians for service calls, installations, and repairs
• Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints
• Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner
• Refer unresolved customer complaints to management for further investigation/resolution.
• Maintain and update our customer database with complete and accurate information.
• Assist with call board and the dispatch of technicians.
• Learn call scripts and proper replies and apply them to appropriate situations.
• Organize and maintain systems for documents, invoices, and client records
• Process payments from customers
• Participate in training so that you grow and develop as a professional.

Requirements:

• Experience in dispatching, preferably in a similar industry such as plumbing, HVAC, or electrical services
• Proficiency in Google Suite, Slack and in dispatching software such as ServiceTitan
• Excellent time management skills and the ability to multitask and prioritize work
• Attention to detail and problem solving skills
• Excellent communication with customers, suppliers, and team members
• Familiarity with/HVAC/plumbing service terminology, processes, and materials can be beneficial for understanding the business and communicating effectively with technicians and customers.
• High School Education or Equivalent
• Ability to pass a background check
• Available to work flexible hours and on-call shifts as needed
• Ability to maintain a positive attendance record

Benefits:

We invest in the whole you � your health, your family, and your future. When you join us, you're not just getting a job � you're gaining a benefits package designed to support you at every stage of life.

• Medical Insurance: Comprehensive medical coverage with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA.
• Dental Insurance: Dental coverage with low weekly premiums.
• Vision Insurance: Vision coverage with low weekly premiums.
• Basic Life and AD&D Insurance: Company-paid basic Life and AD&D insurance.
• Long-Term Disability: Company-paid Basic Long-Term Disability coverage.
• Short-Term Disability: Optional Voluntary Short-Term Disability coverage.
• Additional Life Insurance: Optional additional life insurance coverage available.
• Retirement Plan: Traditional 401(k) and Roth 401(k) options with company match!
• Supplemental Health Plans: Including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot � an exclusive employee discount program.
• PTO and Paid Holidays Available

Supplemental pay

• Bonus pay