Moncrief Heating & Air - HVAC Customer Service Representative

Customer Service Representative

Compensation Details: $20.00 to $25.00 per hour

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.

What You'll Do:

• 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.

What You Need To Succeed:

• 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.
• Preferred skills: Service Titan, Dispatching, Scheduling, Home Services

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Talk and hear, both in person and by telephone.
• Use hands repetitively to operate standard office equipment.
• Must be able to lift up to 15 pounds at times.
• Close vision, distance vision.

Why Should You Join Our Team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life's necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 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). Your career at Ace is more than just a job. It's a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
• 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.

* Benefits are provided in compliance with applicable laws, plans and policies.