Service Admin / CSR - Broadley's Plumbing, Heating & Air Conditioning

Broadley's is accepting applications for an experienced Customer Service Representative who will work as part of the Service Department team to provide excellent customer service to our customer base. Broadley's Plumbing, Heating & Air Conditioning has been family owned and operated since 1911, and continues the tradition of providing excellent HVAC and Plumbing services to our communities in southern New Jersey.

Job Title: Service Administrator / Customer Service Rep

Department: Service

Reports to: Service Manager

Work Hours: 7:30am - 4:30pm, Monday through Friday, with the potential of 9am - 6pm in season. Some overtime may be required.

Pay Scale: $55,000 - $70,000 annually including Benefits Package and Spif Program. Salary based on experience.

Benefits: We offer a comprehensive benefits package including Full Family Health Coverage, with dental and vision; All Major Holidays Paid plus a PTO Vacation Package.

Position Summary: This role acts as a back up to the service dispatcher as needed to maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed. Assist in taking incoming customers calls and creating dispatch tickets as service calls are received. Handle dispatch related functions in the service dispatcher's absence during lunch, breaks, vacation, etc. As the Service Admin, this role will maintain the customer database with current information, process billing, timecards, service invoices, and warranty part returns. Calculate and maintain data for 8 For 10 database.

Required Qualifications:

• Advanced customer service skills.
• Ability to multi-task
• Organized
• Geographical knowledge of service area or map reading skills
• Knowledge of industry is recommended but not required
• Computer skills
• High school diploma or general education degree (GED)
• Two to Five years related experience and/or training in customer service, call taking, dispatching or project management or equivalent combination of education and experience

Qualifications desired:

• Strong interpersonal skills
• Energetic Personality
• Well Organized
• Professional Phone Skills
• Excellent verbal skills
  
  

Daily Duties:

• Take incoming customer calls.
• Assist in answering the phones, addressing the customers' needs and connecting them to the correct party. Assist in scheduling service appointments.
• Create dispatch tickets for service calls.
• Assist Dispatcher with Maintaining the dispatch board / schedule.
• Back up service dispatcher as needed daily
• Assist service dispatcher in responding to all messages left overnight.
• Update customer information in the customer service database and after each call
• Make outbound calls to book, confirm, and survey upcoming or completed appointments
• Process maintenance agreement scheduling reminders.
• Happy calls / customer surveys
• Other duties as assigned
• On call afterhours and weekends
• Handle customer inquiries
• Computer literacy and Microsoft knowledge a must
• Assist in maintaining a knowledge base of ongoing client issues and follow-ups required
• Assist Dispatcher with ordering parts
• Process Maintenance Renewals
• Assist with other office duties as needed.
• Proactively reach out to residential maintenance customers for scheduling
• Process service billings
• Process warranty parts
• Other duties as assigned