Customer Care Coordinator

Garber Heating & Air Conditioning Morton, IL

Pay: $17.25-$23.00 per hour, based on experience

Garber Heating & Air Conditioning is seeking a personable and dependable Customer Care Coordinator to support our customers and service team from our Morton office.

Since 1972, Garber Heating & Air Conditioning has provided heating and cooling services throughout Morton and the surrounding communities. More than 50 years later, we continue to focus on dependable service, quality work, and treating customers with care.

This position is ideal for someone who enjoys talking with people, staying organized, and helping coordinate the many details that go into a successful service operation. You will serve as an important connection between our customers, technicians, dispatch team, and office staff.

This is primarily a customer care and administrative support role, not a high-pressure sales position. We are looking for someone who can provide a positive customer experience while keeping information accurate and following through on customer

Location:

Morton, IL

Compensation: $17.25-$23.00 per hour, depending on experience

Schedule:

Monday through Friday, daytime hours. Occasional overtime may be needed.

As a Customer Care Coordinator, you will help customers throughout the service process while providing administrative support to our HVAC service department.

• Answer incoming customer calls and provide professional, courteous assistance
• Help customers with questions regarding service appointments, maintenance visits, and company services
• Book service and preventative maintenance appointments
• Collect accurate customer, equipment, and job information
• Maintain customer profiles and service records in company systems
• Communicate appointment confirmations, schedule adjustments, and technician arrival information
• Coordinate with dispatchers and field technicians to help keep the daily service schedule moving
• Respond to customer messages and follow up on unresolved requests
• Contact customers when ordered parts become available and arrange return appointments
• Follow up with customers regarding recommended repairs or work that has not yet been completed
• Assist with scheduling and renewal activities for maintenance agreements
• Review work-order information for accuracy and proper classification
• Identify incomplete or unclear technician documentation and bring it to the appropriate team member's attention
• Explain available maintenance programs and company services when appropriate
• Perform occasional outbound customer follow-up without an aggressive cold-calling or hard-sales approach
• Organize service documents, customer paperwork, and related records
• Maintain accurate service histories and customer information
• Assist with invoices, warranty documentation, and other service-office needs
• Welcome and assist customers who come into the office
• Communicate effectively with customers, technicians, management, and fellow office employees
• Provide additional administrative support to the service department as needed

We're looking for someone who can balance great customer service with strong attention to detail.

• Previous customer service experience
• Strong phone presence and interpersonal communication skills
• Friendly, professional, and helpful approach with customers
• Ability to remain patient and composed when assisting customers dealing with urgent HVAC or service issues
• Strong organizational skills and consistent follow-through
• Ability to manage changing priorities in a busy office setting
• Comfortable handling frequent phone calls and multiple responsibilities throughout the day
• Good attention to detail and accuracy when entering information
• Basic computer proficiency and willingness to learn company software
• Dependable, motivated, and comfortable working independently as well as with a team
• High school diploma or equivalent

Previous experience in HVAC, plumbing, home services, dispatching, or another service-based industry is helpful but is not required.

• $17.25-$23.00 per hour, depending on experience
• Family Health Insurance Plan with 75% paid by the company
• Employer contribution to a Simple IRA
• Paid Time Off
• Paid Holidays
• Family-friendly work environment

If you enjoy helping customers, communicating with different personalities, and keeping a busy service operation organized, we…