Job description

Andy's Heating & Cooling is celebrating our 51st anniversary this year! We are one of the only local HVAC businesses still family owned and operated.

Join Our Team!

We are looking for an admin extraordinaire to join our team as the lead Service Department Dispatcher and Administrator who will lead the way to ensuring excellent service standards, efficient response to customer inquiries, and high customer satisfaction.

Are you a good fit?

Do you genuinely get excited to help customers? Are you patient, empathetic, and passionately communicative? To be successful in this role, you need a bright personality, you LOVE to talk, and you have amazing follow up skills.

It’s easy for you to put yourself in the customer’s shoes and advocate for the customer when necessary. You are confident at investigating issues when a customer complaint arises and you pursue a solution, even if it means lots of follow up and gathering info from several different sources.

Creativity and problem-solving are your superpowers! You are also extremely proactive and always thinking two steps ahead to promote high efficiency and high customer satisfaction.

You love to work in a fast-paced environment but are also good at executing on projects during down time. You are driven and bring your A-game every day! You love to contribute and support the team and you have a fantastic sense of humor!

If this sounds like you, we want to hear from you. Send us a resume and quick cover letter to let us know what you're looking for and why you think you'd be a good fit!

Responsibilities

• Take incoming customer calls
• Schedule all Service calls
• Manage the Service Technicians' daily schedules
• Assist Service Technicians with quotes and ordering parts for repairs
• Keep customers informed on the status of their repairs
• Check Service timecards for accuracy and submit to the Service Manager
• Debrief Service Technicians after completion of each call
• Customer surveys ("Happy Calls")
• Provide product & service information to customers via phone, text, and email
• Resolve any emerging problems that our customer accounts might face with accuracy and efficiency
• Process payments for all Service calls
• Follow through with billing; making sure all calls are invoiced and posted
• Keep up on customer A/R balances and collections on past due accounts
• Performing daily/weekly reporting on revenue, updating the Service Manager on where the department stands in regards to revenue
• Other duties as assigned

Required Qualifications:

• Advanced customer service skills
• Ability to multi-task (i.e. talking to customers on the phone while typing, etc.)
• Highly organized
• Decent geographical knowledge of Kootenai, Bonner, Benewah and Spokane Counties or savvy Google-map reading skills
• Fast keyboardist/typer
• Computer skills including familiarity using a CRM, Microsoft Office, and Google Apps. Experience with Quickbooks would be helpful.
• Drug Free
• Knowledge of the HVAC and Hearth industry is a bonus but not required
• High school diploma or general education degree (GED)
• 2 years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
• Teachable
• Strong attendance record

Benefits

• In addition to decent pay, consistent work, and opportunities, we provide a great benefit package! Our comprehensive benefits encourage our employees and their families to build a lifelong relationship with us.
• Vacation Pay
• Holiday Pay
• 100% Paid Health insurance for employee
• 401k plan with a 3% company match

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Coeur D Alene, ID 83815: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person

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