Customer Service Representative

About L&S Mechanical
L&S Mechanical began as a Dallas-based contractor in 1985 and has grown over the years to have five locations out of Dallas, Fort Worth, Houston, San Antonio, and Austin. Over the past thirty years, we have become known as the premier provider of new home construction in the plumbing industry. In the last 10 years, we have added HVAC and electrical services to now offer the Tri-Trade Solution. We pride ourselves on having some of the most highly trained technicians in the industry. After delivering over 100,000 homes across the US, we know what builders and contractors are looking for; and we take that knowledge to all the homeowners we serve as well. From start to closing, we deliver excellence at every stage of the way.

Job Summary:
As a Customer Service Representative at L&S, you will provide front-line support and follow-up to customers assisting and resolving warranty or service issues. In this position, you may be responsible for dispatching, administrative tasks, billing, and filing warranty claims. Key relationships in this role will be service technicians, L&S production staff, homeowners, and builders.

General Responsibilities:

• Solve problems and manage solutions backed by the support of a successful team.
• Manage both incoming phone calls and electronic warranty/service requests to identify customer needs and schedule appointments logistically and efficiently.
• Provide exceptional follow-up with homeowners and technicians to ensure issues are resolved to customer satisfaction.
• Process all service-related billing including compiling quotes and purchase orders to submit for invoicing.
• Maintain accurate and current house files by performing daily data entry.
• Assign and or dispatch work orders to the field based on customer needs timely.
• Provide support to field personnel.
• Order and track material to resolve incomplete work orders timely.
• File warranty claims on replacement parts for HVAC equipment and water heaters.

Qualifications:

• 2+ years in new home construction-specific telephone Customer Service.
• Proficient in basic computer skills that include but are not limited to data entry, MS Outlook, and Excel.
• Effective at building and maintaining positive relationships with the service technicians, production staff, managers, superintendents, and coworkers to ensure the timely completion of job duties.
• Strong ability to organize, prioritize, communicate well, and be committed to providing quality work.
• Solid problem-solving skills and a willingness to take on new projects with a "can do" attitude.
• Perform the physical demands of the position which are working indoors with long periods of time sitting, listening, and speaking on the telephone, viewing monitor and workstation.

Benefits:

• Medical, dental, and vision insurance.
• FSA with debit card.
• 401(k) employer match 1% for the first 1% contributed and a 50% match for the remaining 6%
• Bonus opportunities.
• Paid vacation.
• PTO.
• Paid Holidays.
• Annualized reviews for merit increases.
• Potential for advancement.