Service Representative

HVAC Service Representative

As a HVAC Service Representative, you will play a vital role in ensuring outstanding customer service and satisfaction. You will be the first point of contact for our customers and will work closely with our HVAC technicians and clients to coordinate service requests, address inquiries, and provide exceptional support.

Responsibilities include:

• Manage inbound and outbound customer calls, emails, and inquiries professionally and courteously.
• Schedule service appointments and effectively communicate with customers regarding service timelines and expectations.
• Coordinate with HVAC technicians to optimize service schedules and dispatch them to job sites efficiently.
• Provide technicians with necessary information and updates to enhance job performance and customer experience.
• Maintain accurate and organized records of customer interactions, service requests, and job assignments.
• Strive to exceed customer expectations by addressing concerns, resolving issues, and ensuring a positive service experience.
• Gather customer feedback and relay it to the appropriate departments for continuous improvement.

Essential skills include:

• 2-4+ years of experience in an inbound and outbound environment for a services-based company (e.g., roofing, windows, siding, pool repairs, etc.)
• Must have reliable transportation.
• High School Diploma required.

Additional skills and qualifications include:

• ServiceTitan software experience is a huge plus.
• HVAC/electrical/plumbing experience is a huge plus.
• Excellent verbal and written communication skills to interact effectively with customers and team members.
• Ability to handle customer issues and provide solutions quickly.
• Strong organizational skills to manage multiple tasks and service requests.
• Basic understanding of HVAC systems and terminology to assist customers accurately.

Work environment:

The role is based onsite in Alexandria, with parking available on site. The company specializes in HVAC, plumbing, and electrical work. Work hours are Monday to Friday, either 7:30 AM to 4:00 PM or 8:00 AM to 4:30 PM. You must work one Saturday shift every two months, from 8:00 AM to 4:00 PM. The team is comprised of 100 employees, fostering a great culture with a family feel. The work environment is metrics-heavy, requiring 20 contacts per hour. The team enjoys monthly breakfast, raffles, and giveaways for those who hit their metric goals.

The pay range for this position is $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Alexandria, VA.