Customer Care Coodinator in HVAC / Plumbing Service Coordinator at ARS

Date Posted: 8/9/2019

Job Snapshot

Job Description

Company: McCarthy Services

Job Description Summary: 

The applicant must have the ability to work in a fast paced environment while being self-motivated to provide exceptional customer service. Provides good customer relations in support of service operations by resolving customer service issues, scheduling service appointments and providing customer communication. Represents the company as an internal selling agent of products and services by providing first contact with potential customers and coordinating the sales/sales process

They will interact with customers by phone, and direct technicians by mobile phone. Must have effective listening and verbal communication skills, ability to quickly learn and use dispatching computer software, proven ability to meet/exceed set goals,  ability to be flexible and quickly adapt to change and be receptive to regular coaching and feedback.



Duties may include, but not limited to the following:

  • Receives sales calls from existing customers and potential customers and provides product information, current promotions, financing options, product availability.
  • Provides information to customers to help them in their purchasing decisions for company products and services.
  • Accurately processes sales orders from incoming calls, as well as orders generated from outside sales representatives.
  • Receives sales leads and referrals from service technicians via internal systems, provides customer assistance and refers calls to appropriate technician by scheduling appointments.



Added Job Duties:

  • Answer and make customer calls in a busy office environment
  • Schedule technicians to jobs based on customer issue, tech specialty and geographic efficiencies.
  • Enter customer data in the computer. • Handle customers and technicians in a prompt and professional manner.
  • Provide timely response and feedback to the customer regarding customer questions. • Makes outbound calls to customer to schedule appointments for their maintenance agreement.
  • HVAC and/or plumbing background a plus.
  • Generates leads by reviewing all technician work orders daily and contacting customers with recorded ages over 8 years old or with repairs in excess of $500 to discuss replacement opportunity
  • Communicates customer requirements and requests support from other departments to assist in achieving established objectives.  Utilizes expertise of service center staff to assist in business development, job costing and preparation of proposals.
  • Prepares sales reports, Home Depot reports, updates lead database and performs administrative support within the office.
  • Reschedules cancelled installation appointments.
  • Coordinate all Home Depot leads through our in house system from first appointment to payment
  • Complete daily appointment audits
  • Have experience with Microsoft services and reporting needs, i.e. Word, Excel, and PowerPoint (is a plus).
  • Verify legitimacy, accuracy, and quality of  leads through verification process
  • Observes all Federal, State, Local and company safety rules and regulations in the performance of duties.

Other duties as assigned

Requisition ID: 018803-5923

Job Requirements

Physical Requirements:

Must be able to perform work to include, but not limited to the following with or without reasonable accommodation:

  • Must be physically able to operate computers, calculators, copy machines, facsimile machines and other general office equipment.
  • Extensive use of computer monitor, keyboard and calculator is required.
  • Specific visual abilities required by this job include close vision, distance vision and color vision for extensive reading and interpretation of charts and spreadsheets.
  • Must be able to use body members to sit, move and lift or carry objects and materials weighing up to 20 pounds.
  • Frequent sitting, occasional standing, walking and bending required


Work Conditions and Hazards:

Work is performed in a traditional office setting.

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.