***APPLICANTS WITH PREVIOUS EXPERIENCE IN CUSTOMER SERVICE WITHIN THE HVAC INDUSTRY WILL BE GIVEN PRIORITY***

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost-effective outsourcing solutions.

Different brands use Aidey’s diverse services which include Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, e-commerce, hospitality, and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Client:

Our client is a leader in HVAC/R predictive maintenance and management for small commercial buildings. They offer a unique pairing of software and services to save customers money on emergency repairs and energy bills. The technology leverages smart sensors and artificial intelligence to detect HVAC and Refrigeration issues early, and they work with a preferred network of qualified contractors to fix these issues before they lead to system failure.

About the Position:

We are seeking to hire an Customer Service Representative.

The Customer Service Representative partners with the network of contractors and internal teams to deliver exceptional customer service experiences. The Customer Service Representative is responsible for taking inbound calls from customers and assisting them to the best of their ability. The role requires prior customer service experience, with a proven ability to multi-task and speak to and assist a wide range of customers.

This role presents an amazing opportunity to step up to an impactful, high-growth role and take on the following responsibilities:

• Manage daily scheduling and support of contractors, emergency repair requests, maintenance visits, and other HVAC/R projects
• Answer customer and contractor inquiries by phone, text, email, and web in a timely manner
• Enter and manage work orders, jobs, and clients on a dispatch board using established processes
• Issue purchase orders for service
• Process payments
• Manage customer concerns and work to resolve them efficiently and effectively

Requirements:

• Excellent English communication skills: verbal, written, and reading – MUST
• Experience in customer service with a strong commitment to customer happiness and satisfaction – MUST
• Experience in problem-solving to meet customer needs
• Strong computer skills
• Ability to learn new technology, share knowledge, and provide feedback to improve the client's internal processes
• Ability to work independently and in a team setting
• Ability to prioritize in a fast-paced environment and excellent time management skills
• A positive, can-do attitude and eagerness for continuous improvement
• Experience with Zoho tools (Zoho desk, Zoho books, CRM) – ADVANTAGE
• HVAC industry experience – ADVANTAGE

Work Schedule:

• This is a full-time position in a work-from-home setup. You will be working 8.5 hours a day, 5 days a week.

Please refer to job description.