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About the Role

HTS Engineering Ltd. is seeking a candidate to manage day-to-day scheduling operations, ensure jobs are ready for scheduling, and efficiently schedule work orders while ensuring technicians arrive on time. The role requires exceptional customer service and the ability to build strong customer relationships.

Responsibilities

• 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.
• Perform other tasks as assigned and needed.

Requirements

• Ability to work in a fast-paced environment.
• Self-motivated to provide exceptional customer service.
• Effective listening and verbal communication skills.
• Proven ability to meet/exceed set goals.
• Receptive to constant coaching and feedback.
• Experience efficiently scheduling work orders.
• Experience ensuring technicians have the ability to arrive on time.
• HVAC/Service industry experience is highly preferred.

Skills

• Customer service
• Scheduling
• Communication (verbal and listening)
• Goal achievement
• Coaching and feedback reception
• Dispatch program usage

About the Company

• 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 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.

Equal Opportunity

• 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.