HVAC CSR/Admin

Job Description

Job Description

About Reliance Heating and Air Conditioning Reliance Heating and Air is a proud third generation HVAC company established in 1984.

We are proud to have the trust of many Phoenix home and business owners to do the highest-quality work with a pleasant and professional attitude.

If you have top-notch customer service and administrative skills, have attention to detail, plus you are looking for a great company culture where you are well taken care of for your hard work.

then you have come to the right place! We spend more of our awake hours at work than we do at home, so it matters where you punch in! Reliance is an incredible place to work.

We work with a terrific coaching company and are very goal oriented. The management team is motivated, driven and are encouraging to our team members.

Each team drives RESULTS! Each department holds weekly meetings where ideas are heard and often considered. Communication is very open here, making it a wonderful place to go to work.

We strive for excellence and each day look for ways to be better and to better serve our customers. They are the center focus of our drive and dedication.

This position will be responsible for answering all incoming calls as well as supporting the service coordinator with scheduling technicians.

Must have a positive and pleasant phone voice, always speaking with a smile. Must work well with a team, be open to both giving and receiving feedback, be willing to learn, maintaining a teachable attitude, commit to working hard, and helping others on the team.

• Daily responsibilities include, but are not limited to : Answer and triage all incoming calls, emails and text messages, ensuring customers are helped promptly with a service mentality, or passed forward to the appropriate department or team member;
• Perform 'Happy Calls' on a daily basis to ensure customer satisfaction and to reveal areas that need improvement; Perform outbound calls to existing maintenance members to schedule prepaid services, as well as follow up on open estimates, in order to assist Lead Dispatcher with daily call count goals;
• Maintain accurate and detailed customer records, following company and software guidelines; Gather, analyze and organize reports on different aspects of customer data that is needed to perform specific work duties and for review at weekly admin meetings;
• Filing and other miscellaneous administrative duties; Track min / max quantities of inventory and supplies in the office, placing necessary restocking orders with vendors and maintaining organization for inventory and supplies;
• Make creative monthly changes to existing office slideshows to keep information that is provided to office and field staff relevant;

Complete all assigned software and customer service training on a regular basis to keep up to date with changes and to continue fine tuning skills.