Customer Service Representative

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

Role:

Under the general guidance from the Customer Operations Manager. The Customer Service Representative will be the liaison between Nextech and its current and potential customers. In this role, the candidate will provide excellent customer service in every interaction while assisting customers/potential customers with any issues, complaints or inquiries.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Essential Duties and Responsibilities:

• Answer incoming phone calls and emails
• Data entry of new service calls, updating notes in the company system, entering quotes, etc.
• Provide regular two-way communication between customer and operations, to provide strong team representation and set proper customer expectations
• Checking technicians in/out from service calls
• Open Service Calls: general inquires, scheduling assistance, ETA updates, vendor meets, parts, assistance with technician notes, quotes, after-hour support with shift pay differential, online platforms updates, and IVR assistance

Required Knowledge, Skills, and Abilities:

• Demonstrate stable and successful work history in customer service role
• Friendly demeanor and strong people skills
• Strong communication skills – verbal and written
• Proficient in Microsoft Office
• 40+ WPM typing skills
• Ability to multi-task
• Skilled in developing relationships with clients
• Well-organized, self-motivated, and proactive
• Deliver high level customer satisfaction on a consistent basis

Education and Experience:

• High school or equivalent
• Prior experience in Call Center setting preferred
• Experience in HVAC Industry or other service business preferred

Physical requirements:

• Able to operate a computer and other office productivity machinery, such as a copy machine, telephone and computer printer.
• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing