Customer Service Representative

Are you ready to join a long-standing, award-winning, company? Do you see yourself working in an environment where employees are treated with integrity, respect, training opportunities, and are part of a mission to do good in the community? Falcon Heating & Air Conditioning is a leading residential HVAC company in the community, providing exceptional customer service and quality work. Join our ever growing team and see what differentiates us from the competition.

We are seeking a full-time Customer Service Representative/Dispatcher. Ideal candidates have excellent communication skills, a strong work ethic, are detail oriented, and team players.

Responsibilities include, but are not limited to:

• Professionally books service calls from customers
  


• Route/dispatch Service Technicians within assigned zones


• Maintain contact with Service Technicians throughout the day


• Review Service Technicians’ payroll time entries


• Collect builder POs


• Review electronic service tickets for accuracy and completeness


• Possess the capability of handling all types of customer service situations


• Respond to homeowners, builders, and technicians via phone and email


• Accurate use of company’s software program – Global Edge (GE)


• Assist Supervisor as needed


• Perform other related duties as assigned

Required Qualifications:

• Fluent in English (written and oral)


• High school diploma or GED


• Previous customer service experience in an office setting for at minimum of 2 years

• Data entry experience


• Proficiency working with Microsoft Office (Word, Excel, Outlook)


• Excellent customer service skills
  


• Previous experience in a fast-paced, customer-focused environment


• Previous experience with escalated customer issues


• Positive attitude and great work ethic
  


• Regular attendance and punctuality


• Attention to detail


• Demonstrate longevity in previous places of employment


• Days and hours are Monday through Friday, 7 a.m. to 4 p.m in the office. No weekend work required!
  
  
  
  • Working overtime may be necessary depending on the needs of the business.
  
  
  
  

Preferred Qualifications:

• Previous dispatch or high-call volume experience

Benefits:

• Medical and vision insurance with company contribution of 55% toward the employee & 25% company contribution towards the family or children
  


• Dental Insurance


• Paid Sick Leave


• Paid Vacation


• Paid Holidays


• Supplemental Insurance (Disability, Accident, Life, etc.)


• 401k (with 50% company match)


• Parental Leave


• Referral bonus


• Working in a state-of-the-art facility