Customer Service Representative

** Customer Service Representative**

**Job Category****:** Hays **Requisition Number****:** CSRPO04175 Showing 1 location **Job Details**

**Description**

Hays Cooling, Heating & Plumbing is a leading Plumbing and HVAC company in Phoenix, AZ. We value honesty, respect, knowledgeability, client-focus, efficiency and are committed to providing a great place to work for our employees. Our vision is to become the first place people turn to for home repairs, and we invite you to be part of that vision!

**Job Responsibilities:**

The Customer Policy Representative works in a team to accept HVAC and Plumbing jobs from third party policy companies and schedule these calls with technicians. Also, they provide follow up on multiple software applications to track call progress, communicate with third party cost authorization agents, and follow up with customers.

* Receives incoming HomeServe Policy and Nations Policy calls (residential HVAC and Plumbing)

* Schedules policy jobs in multiple software applications for customers in need of service

+ Mindful of call accuracy and tech efficiency including business unit and call types setup and standard debriefing policies

+ Mindful of proper qualifications of techs for each call.

* Contact customers to set up the call time and follow the customer on the day of the job to make sure all is running smoothly an don time.

* Dispatches and debriefs calls and enters all billing and other information to close out those calls.

* Enters all call information into three computer operating systems, including business unit, call type and all customer information.

* Assists in debriefing technicians and making sure work order type information is closed out correctly at the end of the day.

* Perform cost authorization functions with HS Policy and Nations to secure the proper pricing.

* Close out the call and submit invoicing through the third party portal and review the technicians invoice from the field, approve and send to Crawford finance dept for posting.

* Perform all dispute resolutions with the customer and 3rd party Policy company

* Perform dispute resolutions with the customer and 3rd party Policy company

**Job Requirements:**

* Organizational skills, follow up skills, and multi-tasking functions

* Conflict resolution skills

* Critical thinking skills to provide good alternatives for the vendor, customer, and the company.

* Ability to self-motivate and work in a small team environment without supervision.

* Skill in operating personal computer and programs such as database and word processing software.

* Skill in verbal and written communication, especially over the phone.

* Ability to perform accurate data entry.

* Possess the company Core Values

* Able to give direction to technicians and field personnel

* Regular and punctual attendance. Ability to work overtime if needed.

* Preferred 2 years of experience working in a high paced office environment that deals with field personnel.

**In Return We Offer:**

* Great pay

* Advancement opportunities

* Great health benefits and vacation days

* IRA plan

* Paid training and continued education

Hays is an Equal Opportunity Employer

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