This position is not currently open for applicants.

Branch/Department

Service Department

Job Classification

Non-exempt, Full-time

Reports to

Customer Service Manager

job summary

Performs as a liaison between customers and McElroy’s staff. Maintains favorable customer relations through proper handling of customer inquiries, exercises discretionary judgment and initiative regarding problems and inquiries within the limits of policies, procedures and training. This position is responsible for a variety of customer service needs that may arise in the course of business, including expansion and growth.

 

essential functions and basic duties

1. Responsible for customer service needs either in person or on the telephone. Schedules service calls and posts those calls on the board for the service technicians, dispatching them through to completion. Handles emergency calls with professionalism and communicates closely with service technicians to make sure customers’ needs are met in a timely manner.
2. Works closely with other department heads and employees to ensure quality customer service. Supports other Customer Service employees by assisting them with scheduling calls and making sure the call boards are kept current.
3. Maintains a positive attitude with customers and coworkers in a fast-paced environment.
4. Works together with the service team daily to ensure quick and friendly customer service.
5. Responsible for other customer service duties in addition to responding to telephone calls. This includes the following:

• Responsible for scheduling maintenance and service calls with customers.
• Communicates difficult customer service issues and delays to HVAC Service Manager and the Plumbing Service Manager.
• Assists in maintaining maintenance agreements for preparation of renewals, maintaining any necessary changes and renewing agreements.

6. Responsible for and/or assists with various other duties for service & accounting staff.

 

major challenges

Major challenges critical to success in this job:

1. Courteous and accurate service with customers/staff.
2. Maintaining a high level of communication constantly between customers and McElroy’s staff.
3. Must be able to multitask and keep composure in stressful situations.

 

qualifications

1. Training, education or certification:

• High School Diploma or GED required 
• Associate’s degree in business field or equivalent from a two-year college or technical school is preferred

2. Knowledge:

• Microsoft Word, Excel, Outlook software
• General office skills such as filing and data entry

3. Experience:

• 1-2 years customer service experience
• 1-2 years office administration experience

4. Skills and abilities:

• Customer service skills
• Time management skills
• Verbal and written communication skills
• Attention to detail
• Analytical skills and problem solving abilities
• Work well in a team environment
• Able to maintain confidential information
• Managing competing demands
• Deal with delays or unexpected events

 

contacts

Internal Contacts – Has regular contact with McElroy's Inc. managers, technicians and accounting staff.

External Contacts – Has regular contact with customers, clients and contractors.

Physical Demands – Exerts up to 10 pounds of force occasionally and/or a negligible amount of force frequently. Involves sitting most of the time, but may involve walking or standing.

Work Environment – Normal office environment with little discomfort due to such factors as noise, heat, dust, or other adverse factors.

Additional duties and responsibilities may be added to this job description at any time. This job description does not state or imply that these are the only activities to be performed by the employee(s) occupying this position.

McElroy's Inc. is an employer-at-will.

McElroy’s Inc. is an Equal Opportunity Employer. McElroy’s Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled. You can request reasonable accommodations by contacting Human Resources: Email hr@mcelroys.com

Application is not available at this time.