Customer Service Representative

Job Description

Job Description

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