Service Coordinator, HVAC

Position Type: Full-time, hourly position eligible for overtime. This is a 100% remote position. Therefore, an efficient home office environment with strong reliable internet service is required.

Job Summary:

The Service Coordinator is responsible for office support of the HVAC service department, including call intake, customer service, and administrative tasks.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

• Scheduling:
  • Coordinate on-demand billable calls for maintenance or repair.
  • Proactively schedule preventative maintenance visits due for delivery to plan members.
  • Ensure proper resources are scheduled according to service need.
  • Schedule H&C sales visits.
  • Handle all inbound calls for H&C sales.
  • Call potential customers from the appropriate lead buckets with the objective being to schedule a sales visit.
  • Monitor the CIA HVAC Teams chat room.
  • Manage customer service issues that arise as needed.
• Customer Communication:
  • Confirm all H&C sales visits, and all service visits through new manual confirm process
  • Manage customer service issues, working closely with service coordinators and lead dispatcher to deploy appropriate techs to achieve resolution.
  • Effectively handle escalated customer issues, scheduling or rescheduling service appointments as needed.
  • Follow up on all proposed, quoted work or return visit requests in a timely fashion.
  • Ensure service crews have updated customer information.
  • Respond professionally and in a timely manner to calls, emails, and instant messages.
• Perform additional tasks as required.

Education & Experience:

• High School diploma or equivalent.
• Bachelor’s degree in relevant field preferred.
• 3+ years' experience working in customer service field
• Experience working in the HVAC field preferred but not required
• Proficiency working with MS Office.
• Proficiency working with Customer Relationship Management (CRM) software such as Salesforce preferred.
• Customer focused.
• Excellent communication skills.
• Ability to work independently or as part of a team.
• Time Management skills.
• Problem solving ability.
• Position requires proficiency in reading, writing, and communicating in English.
• Current residency in states of AZ, CA, CO, CT, FL, GA, LA, MA, ME, MO, NC, NE, NH, NJ, NV, NY, OH, RI. SC, TN, TX, or VT is required to comply with state tax regulations.

Perks/Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid training
• 401k Retirement Plan with match
• PTO with accrual schedule
• Paid holiday schedule
• Employee Assistance Program
• Remote work environment
• $100 per week incentive opportunity for on call coverage
• Fast growth opportunities!

Work Environment:

• Remote: This position is a remote work model that requires an employee to have a workspace free of distraction during work hours to perform job duties.

Physical Demands:

• Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.

Compensation: $20 - $24 per hour