HVAC Customer Engagement Coordinator

Full-time: Onsite
Pay: $22.00 - $25.00 Per Hour + Commission + Overtime

Experienced candidates may qualify for higher pay based on HVAC, dispatching, scheduling, call center, or home-service experience.

Competitive Weekly Pay + Benefits, Career Growth Opportunities, Positive Workplace Culture, Stability, and Paid Training

Are you passionate about making a positive difference in customers' lives? Do you find it rewarding to help customers? Do you have a talent for understanding a customer's unique needs and finding a solution? If so, apply today.

(Please apply if you are serious about a career opportunity and have read the Job description)

T.F.O'Brien Cooling & Heating seeks an energetic and motivated Customer Engagement Coordinator who will act as a liaison, provide product/service information, and resolve any emerging problems that our customers might face with accuracy and efficiency.

The ideal candidate is genuinely passionate about helping customers and creating an outstanding experience. They are patient, empathetic, and highly communicative, with a natural ability to build trust and solve problems. They can understand a customer’s perspective, advocate when needed, and turn challenges into positive outcomes. They recognize the importance of customer feedback and use it to improve customer experience continuously. Most importantly, they are committed to doing the right thing and delivering exceptional service every day.

The Customer Engagement Coordinator is confident in troubleshooting and investigating if they don’t have enough information to resolve customer issues. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Qualifications:

• Strong people skills.
• Assist in dispatching field personnel.
• Ability to understand and offer solutions to customers.
• Excellent organizational & communication skills.
• Capable of multitasking & working on and/or involved with multiple projects.
• Desired to learn and be a team player.

Responsibilities:

• Scheduling of service calls for our HVAC Technicians
• Promote the residential service and commercial & maintenance agreement program.
• Interact effectively with field personnel to achieve total customer satisfaction.
• Expedite field personnel calls efficiently.
• Ensure that past-due and credit-hold customers are offered service only after the account is up to date.
• Determine the quickest, most effective ways to answer a client’s or customer’s questions
• Troubleshoot with the customer's Air conditioner systems or heat systems over the phone.

Key Relationships:

• Customers & Potential Customers
• Service Technicians
• Service Manager
• Installation Manager
• Operations Manager
• Sales Team

Performance Objectives:

• Provide excellent and accurate information to customers & potential customers.
• Possess excellent phone skills, listening skills, conflict resolution, and product knowledge.
• Assist with ensuring efficient scheduling and dispatching of service calls,
• Timely response to follow up on service.
• Promote the service & maintenance plan program to all customers & potential customers
• Manage customer expectations through excellent communication.

Benefits We Offer:

• 401(k) with company match
• Vacation, Holiday, and Sick Pay
• Dental Insurance
• Vision insurance
• Health insurance
• Life insurance
• Competitive compensation
• Paid Overtime
• Disability insurance
• Employee assistance program
• Employee discount program
• Room for growth within the company
• laptop, headset & access to integrated software

If this sounds like you, spend some time learning about T.F.O'Brien, Cooling & Heating by visiting https://tfobrien.com/careers/

If you are serious about this opportunity, please send us an email with a copy of your resume to [email protected]

Apply Now!
We’re currently offering sign-on bonuses of up to $5,000 depending on experience. If it’s time to energize your HVAC career, let’s talk. Click below and get started today.

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We are an Equal Opportunity Employer and all inquiries are kept confidential.

• Arrive at job site at agreed upon scheduled time as dispatched
• Lead install team to work towards production efficiency and quality standards
• Troubleshoot, adapt, and resolve/repair all issues that may arise that would keep the equipment from functioning as per the manufacturer’s specification
• Communicate to the customer on the proper operation and owner’s maintenance of the installed equipment. Answer related questions as to operation, features, and functions to the homeowner.
• Perform required electronic documentation for each installation, recording accurate readings, observations, and recommendations if necessary.
• Have the customer/client authorize necessary electronic documentation and collect payments as directed.
• Keep the installation manager apprised of job progress and report immediately any issues that arise that may prevent the project being completed on time and on budget.
• Assure that the install team works in a neat, clean, and tidy manner disposing of old equipment, material, and packaging properly and respectfully of the customer's property
• Working knowledge of our products and services being offered. This may require additional study and training both on and off-site.
• Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.
• Regularly review and monitor progress against goals and seek assistance as needed.
• Communicate effectively with associates, superiors, vendors, and customers.
• Provide excellent customer service allowing one to ask and obtain customer referrals
• Possess superior interpersonal skills.
• Must be able to accurately list/order materials and supplies.
• Must be able to work under time constraints, budgetary limits, and pressures.
• Efficiently manage his/her time and schedules.
• Must always maintain a professional appearance and demeanor
• Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
• Work and drive company vehicles safely and can recognize and avoid dangerous situations.
• Complete other duties as assigned

Your Path to Success

Maximum effort. Commitment to excellence. Attention to detail. Courtesy. Honesty and transparency. Integrity.

Those are just some of the values we live by at T.F. O’Brien. It’s the reason why 14,000 people on Long Island trust us with their home comfort, and it’s your path to success with us.