HVAC Customer Experience Coordinator

Job Summary

This full-time CSR will interact with Sunshine's customers by addressing concerns and inquiries, resolving complaints, and scheduling Service and Maintenance requests. This position requires patience and strong attention to detail all while providing a "best-in-class" customer experience.

Job Responsibilities (during OJT and beyond)

• Interact with customers via telephone, email, or in person to provide support and information on products or services.
• Maintain technicians' daily schedules.
• Keep customers apprised of the techs' schedule/lead times.
• Resolve customers' concerns and answer customers' questions to the best of your ability.
• Follow communication procedures, guidelines, and policies.

Required Qualifications, Knowledge, and Skills

• A high school diploma or GED
• Ability to prioritize and manage time effectively
• Ability to keep calm and professional in high-pressure or emergency situations
• Ability to answer the phones and communicate with a smile
• Great communication skills (verbal and written) and ability for active listening
• Ability to work well with others in and out of your department
• Computer skills & ability to learn new software
• 2+ years of customer service and scheduling experience
• Service Titan experience preferred but not required
• Knowledge of Residential HVAC is preferred but not required

Benefits

• Health Insurance (we cover employee's premium)
• Dental Insurance
• Vision Insurance
• Life Insurance (we cover the premium for a $25,000 policy for each employee)
• Other supplemental insurance available
• Paid Time Off (including 6 major holidays)
• 401k, with up to a 4% Company match
• End of the year Employee Appreciation Party
• Opportunities for bonus
• Gift card on birthday
• Company-provided logo'd shirts

Pay and Schedule

• Pay: $18 to $20 per hour based on experience, paid weekly; overtime possible; on-call service is compensated as well
• Schedule: Typically, Monday through Friday, 8am - 5pm; On-call is likely after a successful training period

About the Role

We are actively hiring for multiple Customer Experience Coordinators to support our growing team in 2 locations:

• Groveland/Clermont office
• Belleview office

Both roles are full-time and play a critical part in delivering Sunshine's "best-in-class" customer experience from first call to job completion.