Job Details

Customer Service Representative

Join Our Team at Ultimate Heating and Air in Meridian, ID! At Ultimate Heating and Air, with over 30 years of excellence in the HVAC industry, you'll join a supportive, close-knit team where your contributions are valued, and growth opportunities abound. We're committed to fostering your success and providing a work environment that prioritizes professional development, recognition, and a strong sense of teamwork.

What We Offer

Competitive Compensation & Benefits:

• 401(k) match
• Health, dental, and vision insurance
• Health Savings Account (HSA)
• Paid time off (PTO) and paid holidays
• Employee Assistance Program (EAP)
• Referral program

Professional Development:

• Technical, customer service, and safety training (including CPR certification)
• Vendor-sponsored certifications
• Leadership development opportunities

Employee Support & Recognition:

• Flexible time-off requests with 48 hours' notice
• Employee recognition programs

Position: Customer Service Representative

Job Purpose: Deliver outstanding customer service by assisting clients with inquiries, scheduling, and follow-ups. Represent Ultimate Heating and Air as a key contact point for customer satisfaction, while ensuring service technicians are effectively supported.

Key Responsibilities:

• Answer customer calls and respond to inquiries with professionalism and efficiency.
• Schedule service appointments and coordinate dispatching for service technicians.
• Maintain detailed records of customer interactions, service requests, and resolutions.
• Communicate effectively with service technicians to ensure timely and accurate service delivery.
• Assist with follow-ups, including confirming appointments and addressing customer feedback.
• Manage customer accounts, update contact information, and process payments.
• Resolve customer concerns promptly, ensuring a positive resolution and satisfaction.
• Monitor and adhere to call center performance metrics, including response time, resolution time, and customer satisfaction scores.

Job Requirements:

• Prior or a related field.
• Proficiency with Service Titan software is a must.
• Familiarity with call center operations and understanding of metrics (e.g., call handling time, customer satisfaction) is a plus.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong problem-solving skills and a customer-focused mindset.
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Positive, professional demeanor and willingness to adapt to team needs.

Join Ultimate Heating and Air today and become an integral part of our team, delivering exceptional service to our valued customers!