*Description:*
Inbound Customer Support for HVAC & Plumbing Repair
Answer 50-60 calls per day (all inbound)
Gather customer information, enter information and HVAC or Plumbing notes into database (assess the customer situation), determine the trade needed for customer - HVAC or Plumbing, explain the $79 dispatch/diagnostic fee (fee to dispatch a technician), look on the scheduling system and confirm date for technician to arrive, work in emergency situations same day.
Training is 2 weeks long from 8am-5pm. On-site/classroom training. - ZERO ABSENCE POLICY for training. (cannot miss at all in the first two weeks) - any absence is immediate termination.
Post training the work shift is 9am-6pm.
Will work 90-100 days on-site from 9am-6pm.
Once productivity and all metrics are being met after initial 90-100 days then they will have opportunity for shift change and remote work.
No one works on-site past 6pm. Future shifts are: 9am-6pm, 10am-7pm, 11am-8pm. Anyone on a 10-7 or 11-8 shift work remote but must come onsite 1X per month.
*Skills:*
Customer service, Customer support, Call center, retail customer service, retail experience, negotiation and communication skills, communication and people skills, hvac sales, dispatch customer service, dispatching customer service
*Additional Skills & Qualifications:*
Prior retail - face-to-face customer service is a good. - Lowes, Home Depot, Chick-Fil-A, etc.
Prior call center - contact center 50+ calls per day is good.
Having a 1st call resolution mindset is key.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.