Moncrief Heating & Air - HVAC Customer Service Representative Job at ACE Hardware (Alpharetta)

Job Description

About Moncrief Heating & Cooling: Moncrief Heating & Air Conditioning is the oldest HVAC company in Atlanta, proudly serving the Atlanta area since 1898. While much has changed over the last 128 years, our core values have stayed the same. Moncrief Heating & Air Conditioning is now a part of the Ace Hardware Home Services family! It's still the same great Moncrief team that you know and trust. The alignment of values, purpose, and vision between Moncrief and Ace Hardware is truly remarkable. With Ace Hardware's dedication to helpful service in local communities and focus on customer satisfaction, we're excited to continue delivering exceptional HVAC and plumbing services and quality alongside the resources of one of America's most trusted retailers. Together with Ace, we're looking forward to growing and supporting the local community for years to come. To learn more, visit: www.moncriefair.com

Job Responsibility

Provide unmatched customer service
Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers
Learn all services and product offerings to effectively communicate with our customer base
Respond to customer inquiries by email or telephone providing an unequaled first impression
Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns
Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements
Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller
Update customer information in the customer service database during and after each call
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers

Requirements

Two years of customer service and/or field service logistics experience
Strong Computer skills – MS Office, database management, etc.
Hours include rotating 8 hour shifts to cover 7am-7pm and a rotating weekend schedule
Clear, confident, & effective communicator over the phone (with customers) and in person (with team)
Strategic thinker who possesses the ability to anticipate problems and find solutions
Strong organization skills with attention to detail
Good time-management, possessing the ability to balance priorities
Self-starter and able to work successfully without supervision
Competitive, ambitious and results oriented, energized by achieving and exceeding goals

Nice to have

Service Titan
Dispatching
Scheduling
Home Services

What we offer

Incentive/Commission/Bonus opportunities
401(k) retirement savings plan with matching company contributions, eligible on your first day!
Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents
Warehouse Merchandise Discount!
Paid time off & paid holidays (depending on role and month of hire)
Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others)
You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.
Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

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Moncrief Heating & Air - HVAC Customer Service Representative

Job Description

Job Responsibility

Requirements

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What we offer

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