LEAD CUSTOMER SERVICE REPRESENTATIVE

Tolin Mechanical Systems Co

Lead Customer Service Representative

Denver, CO 80239

Company Overview :

Service Logic is the nations largest independent HVAC service company with over $400 million in annual sales and 1,800 employees.

The strategy of Service Logic is to identify and acquire quality local HVAC service companies and accelerate the organic growth of recent acquisitions as well as the base businesses by focusing on increasing the maintenance contract base.

Tolin Mechanical Systems Company (Tolin) was the first HVAC company acquired by Service Logic in 2004. Tolin was originally established in 1948 in Denver, Colorado and including Denver also has 3 other offices in Colorado Fort Collins, Colorado Springs, Silverthorne , 2 offices in Arizona Phoenix, Tucson and an office in the Mid-Atlantic region.

Tolins annual sales exceed $70 million and Tolin has approximately 285 employees.

Tolin is proud of the customer-centric team we have built over the years, made up of the most talented engineers, HVAC technicians, sales professionals, operations personnel and our highly qualified financial and administrative team.

We provide centralized corporate services to all locations from our corporate headquarters in Denver, CO.

General Description :

We have an opening for a Lead Customer Service Representative at our Denver branch . This positions primary objective is to p rovide support in Customer Service to assist in the day-to-day functions of the department.

Assist in the ongoing training of mobile technology, trouble shooting, and support to field technicians, and back up the Manager of Customer Service in the development / improvement of the technology and systems used in the field and customer service.

Provide support and back-up to Customer Service Representatives to ensure internal and external customers commitments are met.

Responsibilities for Lead Customer Service Representative include :

• Provide support and assistance to Customer Service Manager to assist in the deployment of initiatives to field employees.
• Assist in training and support of Mobile Technology to field employees, including new hire training, deployment of new acquisitions, and technical troubleshooting.
• XOi Training and field support.
• Quick Quote Administration and Troubleshooting support.
• Assist Customer Service in the development of updating procedures and training.
• Provide back-up support in customer service for taking customer calls, dispatching, and purchase order writing.
• Support Customer Service Manager in supervising customer service reps as back-up.
• Provide back-up support for entering tasking and ensuring the tasking inbox is monitored.
• Assist in the management of the Service Manager unbilled panel tool, build process and procedures for CSRs and / or Service Coordinators involvement in the unbilled panel.

Ideal candidates will have the following qualifications :

• Two years of post-secondary education and / or minimum of two years commercial HVAC dispatch experience preferred
• Computer literate and technology savvy
• Proficient in Microsoft Suite
• Excellent verbal and written communication skills
• Excellent Customer Service Phone Skills
• Ability to understand technical terminology and mechanical processes
• Key2Act / Great Plains software experience a plus
• Understanding or 3rd party work order systems (Service Chanel, etc.)
• Strong Organizational skills
• Ability to multitask, detail oriented, positive attitude

Minimum Qualifications for Lead Customer Service Representative :

• Over 18 years of age
• High School diploma or GED
• Excellent written and verbal communication skills
• Excellent Customer Service phone skills and overall Customer Satisfaction
• Ability to understand technical terminology and mechanical processes
• Technical Competency
• Proficient in Microsoft Suite
• Strong organizational skills and performs Quality work
• Detail oriented and ability to multi-task
• Strong leadership skills and builds company relationships
• Sales knowledge
• Ability to perform and lead special projects

Compensation & Benefits :

Average Starting Rate : $19.24- $24.00 / hr. Combined experience, education, skills and knowledge will be taken into consideration.

• Medical, Dental and Vision Plan
• Life insurance
• Long Term disability
• Flexible Spending Accounts
• 401K Plan
• Profit Sharing based on company performance
• Tuition Reimbursement
• Company cell phone
• Paid Holidays
• Professional training and development

Tolin Mechanical Systems will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)