Benefits:

401(k) matching

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

This top-performing individual will be based out of our Portsmouth location, handling all aspects of lead qualification, confirming appointments, and closing out jobs as appropriate.

As a Dispatcher/Customer Service Representative, you are a key member of the team because you are the FIRST and LAST contact we have with each and every Aire Serv Customer.

You handle all incoming and outgoing calls for sales and service and are responsible for handling service requests and customer complaints. You exemplify our code of values by showing respect and courtesy to all customers and employees. You are simultaneously the Customer’s biggest fan, while also being the handler for our Field Employees.

The perfect DSR/CSR is self-motivated, energetic, and enjoys helping people. You are driven to provide the highest level of customer service and satisfaction and can effectively manage various situations on a day-to-day basis.

Benefits:

50% of employees’ Bronze Medical, Dental, and Vision premiums are paid by Aire Serv; the policy becomes active beginning the 1st day of the month following hire. Various family plans are available.

100% of a $25,000 Life Insurance Policy paid for each full-time employee who also participates in a company-provided Health Insurance Plan: additional life insurance coverage available at a discounted rate.

100% of a Basic 50% Long-Term Disability plan is paid for each full-time employee who also participates in a company-provided health insurance plan.

Short-term Disability plans are available at the employee’s expense; optional.

Retirement Plans are available.

7 Paid Holidays per year after the 90-day Introductory Period.

Up to 40 hours of paid leave per year are available after the 90-day Introductory Period.

Up to 24 hours of paid sick leave per year is available after the 90-day Introductory Period.

Specific Responsibilities:

Receive incoming calls professionally and courteously.

Document all customer interactions and maintain Customer accounts and locations.

Constant communication with the Service manager to facilitate customer and field employee needs.

Create and maintain customer appointments for field employees.

Prioritize appointments based on urgency and availability of parts/materials.

Audit all appointments for accuracy and completion:

Tie up any loose ends.

Book additional visits when applicable.

Ensure parts are ordered.

Create applicable leads for technicians and HCDs.

Track employee SPIFFS earned and owed.

Process Commercial jobs to be turned over to the Accounting Department.

Move daily completed jobs to the daily accounting batch.

Return customer calls and respond to customer complaints.

Route applicable calls to the Service Manager.

Perform marketing and sales functions to sell offer additional work and earn business.

“Happy Calls”: Follow up with customers 24 hours after completion

of each appointment to perform surveys, discuss estimates, answer any questions, and offer Advantage Plan Memberships.

Maintain Advantage Plan Memberships

Complete monthly billing of membership dues and follow up with customers with incomplete billing.

Follow-up with customers whose credit cards are expiring.

Continuously contacting Members to schedule their seasonal Advantage Plan maintenance visits.

Maintain the accuracy of the Recurring Service Report.

Schedule installation leads for Home Comfort Advisors and facilitates the scheduling of installations.

Register all newly installed systems.

Send Credit Applications to Commercial Customers and work with the accounting department to ensure they are set up in the billing system properly.

Create, schedule, and process the billing for commercial recurring service events.

Create and track Residential Department purchase orders.

Follow-up with customers who have unpaid invoices.

Maintain office services by organizing office operations and procedures,

Perform other duties as needed which may include cross-training in related positions.

Job Requirements:

Minimum TWO YEARS of administrative/clerical experience – experience within the HVAC field is a plus!

Must be able to work in a fast-paced and ever-changing environment.

Knowledge of Service Titan is a plus.

Strong written and verbal communication skills.

Detail-oriented with strong data entry skills.

Positive Attitude.

Team player who can work independently.

Strong computer knowledge, including Microsoft Office – Excel knowledge is a plus!

We are actively interviewing for this position - Apply today and our hiring manager will follow up!

*All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Aire Serv® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.