Customer Service Representative 1

Overview

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

What You’ll Be Doing

Under the general guidance of the Customer Service Supervisor, the Customer Service Representative 1 serves as the primary point of contact for customers and internal teams while providing exceptional customer service and administrative support.

• Communicate job-related information clearly and accurately with customers, colleagues, and other individuals necessary to perform assigned duties. 
• Understand and follow applicable work instructions and safety procedures. Complete documentation as required.

What Makes Nextech Different?

• Paid Training & Ongoing Development – Invest in your career with fully paid initial and continuous training. We also offer Educational Reimbursements for your continued education.
• Top-Tier Health Insurance – Choose from excellent options, including a FREE employee-only plan.
• Dental & Vision Coverage – Prioritize your overall health with added benefits. Starts after your first 30 days!  
• Supplemental Insurance Options – Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
• FREE Life Insurance – Coverage equal to your annualized pay at no cost to you.
• 401(k) Retirement Plan – Secure your future with a 50% match on the first 6% of your contributions.
• Generous Time Off – Recharge with 7 paid holidays, and Paid Time Off (PTO)
• Extra Perks - Discounts on Travel, Auto, Food and many more.

Min Compensation

USD $18.00/Hr.
Max Compensation

USD $18.00/Hr.
Responsibilities

• Answers incoming phone calls and emails
• Creates and updates service calls in company systems
• Enters customer notes and maintains accurate records
• Provides regular communication between customers and operations teams
• Checks technicians in and out of service calls
• Assists customers with general inquiries, scheduling assistance, ETA updates, vendor meets, parts inquiries, technician notes, quotes, after-hours support, online platform updates, and IVR assistance
• Processes Integrated New Service Calls (NSC)
• Updates online customer portals
• Supports Work Order to Cash (WOTC) processes
• Escalates complex customer issues to appropriate resources
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

Qualifications

• Demonstrated customer service experience with a stable work history
• Effective verbal and written communication skills
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel
• Keyboarding skills of 40+ WPM with accuracy
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to establish and maintain effective working relationships with customers and internal stakeholders
• Ability to accurately enter, maintain, and retrieve information from various systems

• Ability to exercise sound judgment and apply basic problem-solving skills to resolve routine customer concerns

• Demonstrated commitment to providing a high level of customer service

• Ability to work independently and collaboratively within a team environment

• Ability to adapt to changing priorities and business needs

What We’re Looking For

• High school diploma or equivalent required
• Prior experience in Call Center setting preferred
• Experience in HVAC Industry or other service business preferred
• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication

• Must communicate effectively in spoken and written English as required to perform the position’s essential duties and responsibilities.
  • Includes: conveying job-related information in an understandable manner; understanding and responding accurately to questions and instructions; and reading, interpreting, and preparing job-related documents.

Physical Requirements

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed, throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing