Homeowner Support Representative

Job Description

Job Description

COME JOIN AN AMAZING TEAM! Stevens Equipment Supply, a member of Daikin Industries, is a wholesale distributor of equipment, parts, and supplies to industries including Residential and Light Commercial Heating & Air Conditioning, Hospitality is looking for a Homeowner Support Representative. The HSR is the mediator between the customer and the manufacturer. The “mission” of HOS is to meet the needs and concerns of the customers. Customer service is delivered by assisting in product registration; co-coordinating onsite visits, product knowledge or inspections with HVAC Dealers, or contractors; providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs.

Why work with us?  

• Benefits are effective on day one for all full-time direct hires
• Training programs are available to help guide team members and develop new skills
• Growth Opportunities - there is immense opportunities to grow your career
• You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

Position responsibilities may include: 

• Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers). 
• Respond promptly to correspondence via phone, mail, and email. 
• Assist with complaints via social media, executives, and BBB. 
• Assist coordinating with distributor technical representatives performing site visits.
• Coordinate and distribute mail. 
• Perform data entry, review, process, file and maintain documents 
• Perform special projects as assigned. 
• Consult with internal technical support when necessary. 
• Identify and suggest process improvement opportunities. 
• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management. 
• Escalate matters of concern/urgency to immediate team lead or manager 
• Support cross functional teams as needed, such as the Warranty department 
• Assist in the training of new employees. 
• A Knowledge of Daikin Residential HVAC products is required. 
• Knowledge of HVAC Controls (Thermostats and Remotes) is required.
• Ability to use SM+ and pass monthly audits of system changes.
• Excellent customer service skills, must have ability to diffuse an upset caller 
• Communicate with Regional Technical Representatives in the field to determine causes of failure 
• Prepare and assist with homeowners’ concession letters.
• Assist with interactions when a end-users request to be escalated. 
• Perform additional projects/duties to support ongoing business needs. 

Nature & Scope:

• Works within well-defined instructions 
• Uses established procedures and works under supervision to perform assigned tasks  
• Work is closely supervised 

Knowledge & Skills: 

• Excellent customer service skills; interpersonal skills with ability to diffuse negative situations 
• Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers 
• Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations 
• High level of attention to detail and accuracy 
• Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems 
• Effective organizational and time management skills 
• Ability to interpret and follow work instructions and company policies and procedures 
• Ability to apply good judgment, strong work ethic, and integrity on the job. 

Experience:

• 3-5 years experience in office environment & customer service 

Education/Certification:

• High School Diploma/GED 

People Management: No 

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations 

Reports To: 

• MANAGER, HOMEOWNER SUPPORT

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.

• The company offers a comprehensive benefit package. Benefits for employees include healthcare, dental, and vision insurance, life and long-term disability insurance, 401k and different types of paid time off.
• Pay rate range is $24.00/hour to $30.00/hour based on experience.