Customer Service Representative

Company: United Air Temp. Air Conditioning and Heating, LLC
Location: Sanford
Posted on: February 17, 2026

Job Description:

Job Description Job Description Description: SUMMARY: Schedule and set up service calls for multiple service technician's schedules DUTIES AND RESPONSIBILITIES: · Dispatch service technicians on a set daily schedule. · Routing technicians calls by neighborhood and zip code to eliminate drive time and increase productivity. · Make outbound calls when necessary to ensure technicians have a full schedule each day. · Schedule any requested service from an install customer immediately and ensure retail service calls are expedited quickly. · Review previous day’s calls and reschedule any necessary calls. · Assessing how many technicians are available that day for completing the work schedule. · Be aware of each technician’s schedule and ensure each technician has a full schedule each day. · Ensure the TJ List is evaluated and distributed to the correct CSR. Return calls to customers from the afterhours service in a timely manner. · Confirms all scheduled service calls for the next day when necessary. · Schedule seasonal maintenance contract customers and keep track of completed service schedules for residential and commercial customers. · Work as a team to help maintain the overall cleanliness and order/organization of the office space. · Provide Switch board relief as needed. · · Update dispatches – Utilize the home warranty portals as needed to ensure customer information is updated accordingly. · Follow up with customers to ensure satisfaction of jobs. · Assist managers with written correspondence to customers as needed · Take responsibility for the accurate and timely completion of paperwork. · Organize Field tickets and receipts. · Provide maximum customer service, accurate communication, and courtesy to all co-workers management and customers. · Meet and greet visitors in a professional manner. · Reduce the call transferring volume by initially handling the customer’s request if possible. · Resolving customer complaints to the satisfaction of the customer. · Ensure all customers have been taken care of; respond to all missed calls and voicemails in a timely manner. · Call on Accounts Receivable for collection purposes. Collect service fees and non-coverage fees from homeowners when the service technician is unable to and/or if there is a tenant in the home. · Perform each day's tasks according to the procedure system as assigned by management. · Provide daily and weekly reporting to management as needed. · Ensure that all communication with members of management is accurate and to the point as it relates to the business at hand. · Keep supervisor informed of significant events and circumstances related to company. · Perform other office duties as directed by the Office Manager. QUALIFICATIONS: • One-year certificate from college or technical school, six months to one-year related experience, or equivalent combination of education and experience. • Demonstrated ability to calculate figures and amounts. • Proficient on billing software, Microsoft Office Suite and Intuit QuickBooks. • Acute attention to detail. • Strong organizational skills. • Commitment to excellence and high standards. • Excellent written and verbal communication skills. • Ability to understand and follow written and verbal instructions. • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. COMPETENCIES: · Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures. Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Interpersonal Skills- -Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Oral Communication Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Quality Management Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. Ethics Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Organizational Support Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. Judgment Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Planning/Organizing Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. Adaptability Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. PHYSICAL DEMANDS AND WORK ENVIRONMENT: Occasionally required to stand Occasionally required to walk Continually required to sit Continually required to talk or hear Continually utilize visual acuity to use a keyboard The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requirements:

Keywords: United Air Temp. Air Conditioning and Heating, LLC, Raleigh , Customer Service Representative, Customer Service & Call Center , Sanford, North Carolina