HVAC Service Advisor

Responsibilities: 

• Process incoming telephone calls with service providers for claim approval with demonstrated proficiency in HVAC and a focus on driving quality repairs. 
• Review and negotiate claim approvals to ensure that material costs and diagnosis are equitable and within the established guidelines.  
• Accurately capture and record claim information into company systems 
• Follow company guidelines, technical knowledge, and established processes to determine appropriate claim decision. 
•  Meet or exceed all established Key Performance Indicators. 
• Work closely with our Service Providers to resolve the customers issue
• Other duties, offline work and project work as assigned. 

Qualifications: 

•  Proper phone etiquette 
• HVAC repair and Installation experience and certifications required.
• Ability to speak and write clearly and accurately. 
• Demonstrated proficiency in typing and grammar. 
• Knowledge of relevant software computer applications and equipment 
• Knowledge of customer service principles and practices 
• Effective active listening skills 
• Ability to manage multiple computer screens, applications, projects, and/or priorities. 
• Ability to drive company performance with a focus on delivering an excellent customer experience. 
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. 
• Technical/professional expertise is demonstrated through problem solving, applying HVAC technical knowledge. 

Conditions: 

• Must be able to sit for 8+ hours per day with occasional breaks.  
• Position requires use of headset/microphone. 
• Quiet, dedicated workspace within home.