- Are you good at keeping calm and making smart customer-oriented decisions while under pressure with distractions flying at you from the left and the right?
- Do you receive compliments often from customers about how delighted they are with the service you've provided?
- Have you been known to take detailed notes and pay attention to details?
Well, then you might just be the newest member to our team! Read on, and please apply if you are interested and a match.
Join us at Morris-Jenkins. Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel. Help us help our customers feel comfortable in their own homes!
Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 57 year trend of growth and stability.
We are looking for a well-qualified individual that is able to be flexible on the work schedule, but most likely Mon-Fri., 11:00am-7:30pm, and rotating Saturday's.
JOB DESCRIPTION:
Responsible for processing and filing work permits with the appropriate counties in an efficient and timely manner. Providing exceptional customer service while scheduling the installation of the HVAC systems, call-backs, job previews, and inspections.
General purpose: customer service, dispatch, appointment setting, problem resolution, coordination, administration, data entry, tracking & reporting.
JOB RESPONSIBILITIES:
- Partner with Installers, Warehouse personnel, Sales Coordinators, Residential Specialists, and Contact Center representatives to provide customers with service as defined in Morris-Jenkins’ Purpose: “Make it easy for our customers to do business with us.”
- Maintain & update reports: i.e. Install Tally Report, Install Pending Jobs Report
- Document follow-up information on install job tickets in a timely and accurate manner
- Prepare all forms and documentation to create install crew packets for the Install crews
- Provide timely and accurate information to customers regarding their installation status
- Schedule and reschedule inspections, as required within the time restraints
- Follow up on all permits until complete
- Enter all related job tickets accurately into Servman in a timely manner and maintain the Installation Dispatch Board
- Coordinate ladder set-ups for inspections
- Follow up on inspection status
- Deliver timely feedback to company regarding customer concerns
- Partner with all departments to meet and exceed customer’s service expectations
- Keep up with filing responsibilities
- Accountable for reading & applying information distributed by management including but not limited to memos
- All other duties, as required by management
MINIMUM JOB REQUIREMENTS:
- 3+ years of coordination, customer service, and/or administrative experience in a deadline sensitive, fast-paced office environment
- Time Management: ability to organize and manage multiple tasks
- Excellent organizational skills and ability to work well under stress, despite numerous interruptions
- Ability to deal effectively and tactfully with a wide variety of individuals in-person, via telephone and in writing
- Pleasant & friendly phone voice with strong listening skills and ability to influence others
- Ability to work independently and resolve practical problems
- Extreme accuracy and attention to detail
- Intermediate computer skills in word processing, spreadsheets, and databases
- Must have high energy and possess a strong sense of urgency
- Ability to work within established deadlines and prioritize multiple assignments
- Ability to take initiative and to be proactive
- Ability to adhere to procedures and processes
- Strong customer orientation
- Strong interpersonal and communication skills
- Cohesive team member
- Commitment to adherence of company values
PREFERRED JOB REQUIREMENTS:
- Prior Installation Coordination or Permit Filing experience
- Prior call center customer service experience
- Advanced college degree or High School Diploma or GED
Morris-Jenkins is proud to offer:
- Competitive pay
- Advancement opportunity
- Continuous training & professional development
- Generous PTO (Paid Time Off) awarded
- 7 paid holidays
- Medical, dental, vision, life, long & short term disability insurance and a flexible spending account
- 401k Retirement plan
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl: talk or hear; taste or smell. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May require substantial movement (motion) of the wrists, hands, and/or fingers in a repetitive manner, including use of a keyboard for typing and/or mouse for pointing.
WORK ENVIRONMENT:
While performing the duties of this job the noise level is usually moderate. May require extensive use of a PC to access data and customer information. May require wearing of a headset for communication with customers on the phone. Maintain confidentiality with customer information.