Residential Service Support Specialist

Residential Service Support Specialist

CUSTOM AIR is hiring a Residential Service Support Specialist to join our team in our Gahanna office. With decades of industry expertise, we've built a reputation for dependable service and high-quality solutions in Columbus, Dublin, and Delaware, OH. From heating and cooling to indoor air quality improvements and water heater services, we take care of every aspect of your home's HVAC needs.

Position Summary:

The Residential Service Support Specialist plays a key role within the Service Department by managing customer information, coordinating communication with clients regarding service and maintenance requirements, overseeing inventory, and administering warranty claims.

Education and Experience:

High School Diploma or equivalent. Two to three years of related work experience, or equivalent combination of education and experience.

Required Certificates, Licenses & Registrations:

Valid driver's license and background check.

Essential Duties and Responsibilities:

Maintain Customer Data:

• Enter new jobs, clients, sites into SAMPro.
• Update and manage customer information in SAMPro.
• Keep equipment records current and accurate.
• Manage email addresses for billing and accounting purposes.
• Ensure contact information is up to date.

Client Communication:

• Track Residential preventive maintenance (PM) completion.
• Assist in processing residential renewals and track client responses.
• Answer phones and take service calls to assist dispatching.
• Resolve customer issues related to billing.

Reporting and Monitoring:

• Monitor and maintain the unapplied cash report to ensure correct payment posting.
• Provide backup support for service billing.

Inventory Management (Assist as needed):

• Manage Service warehouse inventory and order replacement inventory as needed.
• Run and monitor re-order reports for technician truck stock.
• Order and replenish technician truck stock.
• Assist with monthly Refrigerant inventory.

Warranty Administration:

• File warranty parts paperwork with vendors.
• Administer the return of parts with the warehouse and vendors.
• Follow up on warranty credits with vendor by reviewing the PO unvouchered report.

Other tasks as needed to improve processes or changes in current processes.

Required Position Knowledge, Skills and Abilities:

Administration and Management — Knowledge of business and management principles involved in strategic planning, production methods, and coordination of people and resources.

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Economics and Accounting — Knowledge of economic and accounting principles and practices and the analysis and reporting of financial data.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Desired Computer / Software Knowledge:

Microsoft Word (Intermediate - Advanced)

Microsoft Excel (Intermediate - Advanced). Ability to create formulas, import/export to and from databases.

Microsoft Access (Intermediate). Ability to create queries and reports.

Microsoft Outlook

Accounting Software (Sampro, Quickbooks, Peachtree, Great Plains, etc.)

CRM software (Sales Force.)

Dispatching Software

Physical Activities and Environment:

The following physical activities described are representation of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

While performing the functions of this job, the employee is continuously required to talk or hear; frequently required to sit; and occasionally required to stand, walk, use hands to finger, handle or feel, reach with hands or arms. The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate.

Hours:

8:00am-4:30pm M-F

The Custom Air Associate:

Without exception, every associate at Custom Air will have Integrity, Humility, be Intelligent and Hungry.

• Integrity means being honest in every interaction and working tirelessly to keep our promises.
• Humility is the opposite of arrogance. It is the badge of self-confidence and empathy for others.
• Intelligence is both emotional and intellectual. Our associates are excellent communicators, critical thinkers, display mental curiosity and a commitment to lifelong learning.
• Hunger is in the heart of champions. It is the will to win, the passion to overcome obstacles and the ability to savor success.

Additionally, Custom Air associates aspire to demonstrate Professionalism and Quality Performance in their behavior at all times with fellow associates, customers, vendors, and the general public.