Customer Service Representative

First Call Heating & Cooling has been providing expertise and quality in HVAC service for Portland and surrounding areas for over 80 years! We pride ourselves on our commitment to quality, integrity, and customer satisfaction. First Call Heating and Cooling also believes in using sustainable business practices and believes in recycling everything we can - including metals and heating oil. We value community involvement and participate in a variety of programs including Susan G Komen, St Jude's, Oregon Food Bank, and Bald Faced Truth Foundation just to name a few.

We have an immediate need for a Customer Service Representative to join our team. We're looking for a positive, professional attitude and a quick learner who wants to grow with our company. As a Customer Service Representative, you will be taking inbound phone requests for service and making outbound calls to set up maintenance appointments. Someone successful in this role will enjoy scheduling detailed appointments with our technicians, handling minor service complaints, and creating a connection with our customers.

Pay: $22.00 - $27.00/hr

Hours of Work: Monday - Friday: 8:00 AM - 5:00 PM

Position Description:

• Provide exceptional customer service to existing and potential customers.
• Answering a high volume of inbound calls from customers in a friendly and professional manner.
• Make outbound calls to return messages and reach out to customers.
• Schedule service appointments and coordinate dispatching for service technicians.
• Assist field technicians with administrative needs on occasion, which may include payment processing, lookup of customer info, rescheduling, etc.
• Create, update, and maintain customer records within the service system database.
• Other duties as assigned.

Benefits We Offer:

• Medical, dental, and vision insurance. The company pays 100% of the premium for you and 75% for your family.
• Paid holidays, including your birthday
• Paid vacation
• Paid sick time
• 401K w/company match
• Growth and advancement opportunities

Job Qualifications:

• 1+ year experience in customer service, phone or in person
• 1+ year experience scheduling
• 1+ year Dispatching Preferred
• Professional communication, both verbal and written
• Positive attitude in difficult situations
• Ability to assess and prioritize work throughout the day
• Computer and technology proficient; MS Office and Service Titan experience a plus
• Parts warranty experience preferred
• Must pass a pre-employment drug screen and background check