Job Description

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

WHAT WE ARE LOOKING FOR:

• The qualified candidate must have the ability to work in a fast-paced environment while being self-motivated to provide exceptional customer service.

• Must have effective listening and verbal communication skills, proven ability to meet/exceed set goals, and be receptive to constant coaching and feedback. To manage the day-to-day scheduling operations, and ensure that jobs are ready for scheduling.

• The candidate will have experience efficiently scheduling work orders and ensuring technicians have the ability to arrive on time. HVAC/Service industry experience is highly preferred.

• Manage incoming calls.

• Generate/input calls.

• Identify and assess customers’ needs to achieve satisfaction.

• Schedule technicians, and coordinate with the Service and Operations Manager.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Provide accurate, valid, and complete information by using the company's methods/tools.

• Meet personal/customer service team sales targets and call-handling quotas.

• Handle customer complaints, and provide them to the appropriate manager to handle.

• Keep records of customer interactions within the dispatch program, process customer accounts, and file documents.

• Follow communication procedures, guidelines, and policies.

• Take the extra mile to engage customers.

• Assist colleagues whenever necessary.

• Other tasks as assigned and needed.

HTS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.