BDL Heating & Cooling is an HVAC company servicing both residential and commercial clients. Along with our sister plumbing company Priority One Plumbing & Heating, Inc. we are looking for a highly skilled and organized individual to fill the role of Customer Service Representative (Monday-Friday 7:00 AM - 4:30 PM). This is an in person role, located at our office at 90 George Leven Drive, North Attleboro, MA 02760.
This role will be responsible for working with our clients and internal team to deliver an exceptional customer service experience.
Job Duties:
-Answer incoming phone calls with an emphasis on delivering an exceptional customer experience
-Intake, organize, and respond to inbound service requests through a variety of methods including phone calls, text messages, emails, and website contact forms
-Review and organize daily on call report from answering service, working directly with on-call technician to identify calls needing further attention
-Interact with office, field and management staff to provide a timely response to all customer service needs ensuring high levels of customer satisfaction
-Book service calls, estimates, and tune-ups in CRM software (Service Titan) with respect to technician availability, skill sets, and travel routes working to optimize the efficiency of our service schedule
-Make outbound phone calls to book preventative maintenance visits for customers that are members of our maintenance contract program
-Input calls for other team members into call logging software (Asana)
-Answer general questions on pricing, maintenance contract program and a variety of other topics
-Accept customer payments both over the phone and in person
-Deescalate customer situations as needed and properly identify calls that need to be escalated to management
-Perform other administrative duties as needed
Qualifications:
-Excellent communication, organizational and interpersonal skills
-Willingness to spend most of your shift on the phone
-Ability to multi-task and work in a fast paced environment
-Ability to work as part of a team
-Knowledge of Office 365, including Outlook, Microsoft Word, and Excel
-Good typing skills, with the ability to type and talk on the phone at the same time
-Ability to start your shift at 7:00 AM daily
-Previous HVAC knowledge is preferred, but not required
-Previous experience working with Service Titan or a similar CRM program is preferred, but not required
-Previous experience working with Asana is preferred, but not required
Compensation/Benefits:
-This role will be paid an hourly rate commensurate with experience
-This role will be paid a monthly performance bonus, as well as an annual Holiday bonus
-Annual On Target Earnings Between: $45,000.00 - $60,000.00
-401k with 4% Match
-Harvard Pilgrim Healthcare (50% of Premium Paid by Company)
-Altus Dental Insurance
-Life Insurance Equal to 2x Earnings (100% of Premiums Paid by Company)
-Short Term Disability (100% of Premiums Paid by Company)
-Long Term Disability (100% of Premiums Paid by Company)
-Paid Time Off (PTO)
-6 Paid Holidays Per Year
-Employee Discounts
\nCompany Description
BDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems.
Company DescriptionBDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems. Read LessBDL Heating & Cooling is seeking a Senior Service Technician, with at least five years of service experience, to join our growing team! If you're looking for a team atmosphere, where your supervisors and co-workers truly care about and look out for you, BDL Heating & Cooling is the place! We are a family owned and operated business, with approximately fifty employees. We service residential and light commercial customers for forced hot air only equipment in Northern Rhode Island and Southeastern Massachusetts. We are committed to the personal growth and development of our employees and providing best in industry service to our customers.
The responsibilities of this role include, but are not limited to:
-Complete diagnostic and repair calls at customers homes and businesses - as a senior service technician you will be tasked with more challenging diagnostic calls and major repairs
-Clearly communicate repair and/or replacement recommendations to customers based on your findings
-Present pricing to customers as needed and obtain necessary approvals for the completion of repairs
-Go to return calls for Level 2 and 3 technicians as needed to ensure prompt resolution
-Provide feedback to Level 2 and 3 technicians for continuous improvement in conjunction with service manager
-Conduct ride-alongs with Level 2, Level 3 and apprentice technicians to assist in their on the job training based on training goals set forth by service manager
-Collaborate with service manager on a regular basis to continuously improve service department operations
-Participate in an on call rotation (will be on call approximately once every 2 months - rotations are Monday-Thursday or Friday-Sunday)
-Complete paperwork on Service Titan for each job
-Collect payment on site for each job using Service Titan
-Strive for a 5 star rating on Google on every service call
-Keep truck stocked and clean with the materials and tools necessary to complete duties in an efficient and organized manner
Requirements:
-At least five years of HVAC experience working on forced hot air systems including gas furnaces, heat pumps, rooftop units (RTU's), hydro air systems
-High School Diploma
-Clean Driving Record
-EPA 608 Universal Certification
-Refrigeration Technician License (Preferred But Not Required)
-Ability to Pass Background Check
-Self-Motivated
-Team Player
-Leadership Skills
-Positive Attitude
Benefits:
-Competitive Base Pay
-Monthly Performance Pay
-401k with 4% Match
-Paid Time Off
-50% Paid Health Insurance
-Dental Insurance
-100% Paid Life Insurance Equal to 2x Annual Earnings
-100% Paid STD and LTD
-Paid Tools and Company Clothing
-Company Vehicle and Gas Card
-iPad
-Plenty of Overtime Available
\nCompany Description
BDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems.
Company DescriptionBDL Heating & Cooling is an HVAC contractor that specializes in the service and installation of both residential and commercial forced air systems. Read Less