The Customer Service Representative will be responsible for acting in the best interest of the company and self in the scheduling of service calls, maintaining proper records, and ensuring long lasting customer relations.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer service and main line phone calls
• On assigned day, will respond to and set up service requests send in through all websites. (Accept the request, contact customer, set up call.)
• Enter service calls for residential customers, assist with overflow for commercial customers when needed
• Follow phone script and encourage customers to purchase Comfort Plans for residential homes for regular maintenance twice a year
• Evaluate urgency of customer's needs to provide the best service
• Assist in dealing with customer complaints and resolving them promptly
• Understand the needs and personalities of Comfort Plan customers
• Assist technician in the field with information and support service technician in the field as needed
• Issue purchase orders for parts for service calls for residential
• Ensure all residential techs turn cash or checks for COD customers
• Process billing in a timely manner, emailing, mailing to our customers (5 day turn around)
• End of month process all residential work orders for that respective month. Close out will be the 3rd of each month
• Process credit card payments as needed for all customers thru Authorized.net
• Complete 30 hours of training per year
• Summer schedule: During the month of May/June - September we will be working in the office or remote on Saturdays from 8:00 am to 5:00 pm. We will have an alternating schedule. We will have 2 people on staff during this time

Individual Responsibilities

• Answering customer phone calls to assist with inquiries on invoices received, service pricing, setting up service calls, schedule cooling/heating inspections. Collect payments at times for customer to pay their service contracts
• Answering technician phone calls regarding questions about service calls and issuing purchase orders to residential techs and residential installers
• Answer all sales calls, place outbound calls to customers to schedule appointments for in-home estimates
• Process payments on Install jobs when completed, also bill RRPL jobs and place into batches (Keep a log of all checks that come in)
• Set up all leftovers that are sales leads from field techs in Service Titan according to their team lead (David, Jesse, and Tim)
• Service Titan setup sales leads for Jonathan, David, Jesse, and Tim. Also add all equipment we sell, plus pictures to the program so quotes can be generated from program. Take direct inbound calls and speak with customers on setting up in-home estimate, schedule in calendar according to which salesman is going and set up in Service Titan.
• Scan and attach all proposals, job setups, and completed install packets to all RRPL calls in one plus
• Enter job setups for new construction into Great Plain Acct. coming from sales team. Note: On Job setups that come from techs, will need to figure cost before entering into Great Plains
• Prepare all job packets for install jobs to go out with install crew. (includes: job scope, invoice, utility form w/customer info, comfort plan brochure, letter of warranty qualifications, owners manual)
• Pulling permits for equipment installs, scheduling city inspections upon completion of job
• Processing utility rebates for new installations that qualify
• Make sure all RRPL installation jobs for the month have been closed by the end of the month (close out)
• Update yearly registration in cities to pull permits as needed.
• Processing financing for new customers
• Processing Lennox customer rebates
• Processing salesman Lennox spiffs
• Processing residential construction jobs sold by Jonathan (job setups, pulling permits, entering them in Great Plains and helping with purchase orders)

Secondary Responsibilities

• Assist others in office when needed to complete deadlines
• Assist in any other tasks that are requested by my supervisor

Education, Knowledge, and Skills

• High school diploma. Former customer relations and telephone training experience
• Knowledge of Microsoft Windows desirable and the ability to work with computerized dispatching, word processors, spreadsheets, and databases
• Be a self-starter with the ability to work without close supervision
• Ability to deal diplomatically and effectively with both customers and service technicians
• Basic knowledge of technical terms and parts related to heating, air-conditioning, ventilation, and refrigeration trades

PLEASE NOTE THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE FOR THIS JOB. DUTIES, RESPONSIBILITIES AND ACTIVITIES MAY CHANGE AT ANY TIME WITH OR WITHOUT NOTICE.