Job Details
Company: NOCO Energy Corp
Position: HVAC Dispatcher Assistant / CSR
Location: Kenmore NY 14217
Compensation: $23.00-$28.00 per hour
What We Are Looking For
A NOCO HVAC Customer Service Representative is a critical part of our mission to deliver the ultimate customer experience, including timely, accurate and professional customer service to our NOCO HVAC customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting any issues with our products and services. You will communicate with customers primarily through phone, email and chat, utilizing a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions in a fun and fast-paced environment.
What You Will Do
- Interact with customers via telephone, email, online chat, or in-person to provide support and information on products or services.
- Assist with monitoring technicians' day to day schedule
- Work directly between customers and technicians to schedule follow up appointments
- Use your adaptability, organization, and resourcefulness to support your customers through a range of resolutions.
- Understanding the products and your customers' sense of urgency will help you create a satisfying customer experience.
- Work directly with customers to provide solutions and recommend HVAC products and services to fit their needs.
- Collect and enter orders for new or additional products or services.
- Field customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensure that appropriate actions are taken to resolve customers' problems and concerns.
- The industry moves quickly; to stay on top of it, we provide training updates to keep you current on our newest products, services, and upgrades so you'll be ready for any question that comes your way.
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
What You Will Need
- High school diploma or equivalent
- 2-3 years of customer service, preferably in HVAC or related industry
- Dispatching experience is a plus
- Excellent communication skills including active listening
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software
- Good time management skills to prioritize and plan work activities
- Is high energy, friendly and engaging; has excellent persuasion skills; can persuade others to change their minds or behavior.
- Has a service orientation; is actively looking for ways to help people.
- Identifies and resolves problems in a timely manner
- Reacts well under pressure and treats others with respect
- Works efficiently and effectively, both independently and as a team to ensure call standards
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
What We Offer
- Generous medical insurance offering
- Dental and vision plans
- Company paid life insurance
- Company paid short-term disability
- 401(k) with company match
- Health savings accounts
- Vacation and NOCO Time
- Employee and family assistance program
- Company paid training
- Safety incentives
- Years of service incentives