Call Center Agent

The call center agent is responsible for assisting in the administration, field productivity, and field profitability of the Service Department. The incumbent also assists the Call Center Manager in achieving the applicable sections of the corporate strategic plan.

• Paid Training
• Careers Advancement Opportunities
• Competitive Compensation
• Year-Round Work
• Spiffs, Rewards, & Employee Contests

Initiative, integrity, organizational, and supervisory skills are essential to achieving departmental and corporate goals in this position. Job-related contact can occur with virtually all demographic groups, with the majority of daily contacts being with service customers. Representative duties include:

• Assisting the Call Center Manager in the planning, organizing, and coordination of department resources and goals.
• Scheduling service jobs taking into consideration the expected complexity of the job versus the experience and capabilities of available technicians.
• Cooperating with all Department Managers in support of all facets of the Service Department's goals and objectives.
• Helping in the resolution of customer complaints in a timely, efficient and cost-effective manner, and reporting all such incidents to the Service Manager.
• Performing related staff-level duties as directed by the Call Center Manager.

• Proven experience in a customer service environment preferably in HVACR contracting or building services industry.
• Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
• Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
• Current (state) driver’s license.