Requirements
- Provide clear explanations and educate customers about their HVAC systems, offering preventive maintenance tips and energy-saving recommendations.
- Maintain customer satisfaction rate through post-service surveys and feedback.
- Strive to exceed customer expectations and resolve any concerns promptly.
- Achieve a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.
- Respond to service requests within T-Mark 's defined time frame.
- Diagnose and troubleshoot HVAC equipment issues, recommending appropriate solutions and discussing options with customers.
- Consistently meet or exceed monthly service revenue targets, contributing to the company's financial growth and success.
- Identify opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.
- Successfully enroll customers in T-Mark ’s service agreements, promoting long-term customer relationships and recurring revenue.
- Maintain a high level of productivity by efficiently managing work orders, minimizing downtime, and maximizing billable hours.
- Perform routine maintenance, inspections, and repairs on residential HVAC systems to ensure optimal performance and efficiency.
- Demonstrate continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.
- Keep track of service vehicle inventory and parts stock, ensuring accuracy and minimizing unnecessary expenses due to missing or overstocked items.
- Maintain a perfect safety record by following all safety protocols and guidelines.
- Ensure zero safety incidents or accidents within the performance period.
- Maintain accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.
- Collaborate effectively with team members, sharing knowledge and assisting colleagues as needed.
- Uphold professional communication and appearance at all times when interacting with customers.
- Maintain a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.
