Customer Service Coordinator

Job Description

Job Description

This is an important position within our company and requires someone who is comfortable working independently, communicates well with customers and coworkers, and takes initiative without needing constant direction. We are looking for someone who sees what needs to be done and takes ownership of getting it done.

Primary Responsibilities:

• Answer incoming phone calls in a friendly, professional, and upbeat manner
• Communicate with customers regarding scheduling, estimates, service, and follow-ups
• Help resolve customer concerns professionally and calmly before escalating issues when appropriate
• Schedule and dispatch service technicians
• Follow up on outstanding estimates and customer requests
• Schedule maintenance and tune-up appointments
• Track ordered parts and follow up when parts are received
• Process warranty paperwork and claims
• Register newly installed HVAC equipment
• Maintain accurate electronic and paper filing systems
• Manage emails, documents, attachments, and customer records
• Assist technicians and management with day-to-day office needs
• Keep track of open items and follow through until they are completed
• Identify productive work that needs attention during slower periods without waiting to be instructed

What We Are Looking For:

The ideal candidate will have strong communication and organizational skills, excellent attention to detail, and a positive, energetic personality that customers can hear over the phone.

Strong general computer skills are important. We are not looking for experience with one particular software program. We want someone who is comfortable with computers and technology, can learn new programs quickly, and can adapt when software and technology change.

You should be comfortable saving and organizing documents, working with email attachments, navigating different software programs, entering information accurately, and learning our scheduling and dispatch software.

Most importantly, this position requires someone who is self-motivated and capable of working independently. There is almost always something that needs attention in an HVAC office—customer follow-ups, estimates, maintenance scheduling, parts, warranties, equipment registrations, filing, or other unfinished items.

We are looking for someone who takes pride in staying organized, following through, solving reasonable problems, and helping keep the office running smoothly.

Preferred Qualities:

• Strong customer service and communication skills
• Friendly, upbeat, and professional phone presence
• Strong organizational and filing skills
• Good general computer and technology skills
• Excellent attention to detail
• Self-motivated and dependable
• Able to multitask and prioritize
• Comfortable working independently
• Able to remain calm and professional with frustrated customers
• Good judgment regarding when an issue can be handled independently and when management needs to become involved
• Willing and able to learn new systems and procedures