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Classification:  Exempt – salary
Department:  Office Administration – Management Insurance Tier
Reports to: President
Date:  October 2020

JOB DESCRIPTION

Summary/Objective

The Customer Experience Manager position is responsible for all aspects of customer engagement  and satisfaction before, during and after service need.  In addition to working with the Install and Maintenance departments, tributaries of customer service delivery include front office activities, including the reception area, mail, dispatch and warranty administration. 

Essential Functions

  1. Responsible for customer complaint/grievance investigations and delivery of company response.
  2. Builds relationship with customers by gaining trust before the service engagement, ensuring satisfaction after the service delivery and loyalty in the future to retain repeat customers.
  3. Obtain and hold in-depth knowledge of company products and procedures.
  4. Responsible for quality improvement measurement/tracking/reporting/recommendations and implementation of necessary changes.
  5. Grow revenue generating service areas including service contracts, warranties and filter sales.
  6. Implement and continually improve process for customer follow up communication to ensure quality and satisfaction.
  7. Work with managers of other departments to accurately and effectively evaluate and communicate service deficiencies while working together toward appropriate resolution.
  8. Attend and contribute to leadership meetings.
  9. Conduct survey and analytical measurements of customer satisfaction then develop strategies to address concerns and/or improvements.
  10. Assist with employee training and development.
  11. Develop and monitor company performance goals.
  12. Responsible for personnel management including but not limited to recruiting, performance management and documentation, coaching, and employment separations.
  13. Responsible for creation and updating Customer Service Manual.

Other Responsibilities

  1. Assist with vendor relationships when appropriate.
  2. Contribute to marketing efforts when applicable.
  3. Serves in a customer service back-up role when volume dictates.

Competencies

  1. Organization Skills.
  2. Ethical Conduct.
  3. Communication Proficiency.
  4. Results Driven.
  5. Leadership/Collaboration.
  6. Time Management.
  7. Project Management.
  8. Problem Solving/Analysis.

Supervisory Responsibility

This position has supervisory responsibility for corporate back office operations with direct supervisory responsibilities of Office Administration Department personnel.

Work Environment

This job operations in a professional office environment.  The work environment noise level is usually moderate but will vary occasionally. The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are generally Monday through Friday, 8:00 a.m. to 5 p.m.

Travel

Some local travel is required for this position.

Required Education and Experience

  1. High school diploma/GED.
  2. 2+ years of supervisory/leadership experience required.
  3. 3+ years of customer service experience required.
  4. 2+ years of marketing or promotion experience strongly considered.
  5. Excellent communication skills including written, verbal and non-verbal proficiencies.
  6. Advanced knowledge of Microsoft Office Suite, Spreadsheets, databases, web and social media platforms necessary.

Preferred Education and Experience

  1. Experience in a HVAC company preferred.
  2. Associates or Arts degree or higher is preferred. Degree in Marketing, Hospitality, Finance or other related field strongly weighted.
  3. Some sales experience is a plus.

Additional Eligibility Qualifications

Advanced communication skills are required.  This position requires perception, self-motivation, collaboration, excellent communication skills amongst an audience with a broad spectrum of communication styles.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Classification:  Nonexempt – salary
Department:  Service Department
Reports to: Service Manager
Date:  November 2020

JOB DESCRIPTION

Summary/Objective

Troubleshoot and diagnose equipment, building comfort, energy efficiency, and related problems for heating, ventilating and air conditioning (HVAC) systems. Monitors HVAC systems and general operations. Ensures that routine preventive maintenance is performed according to established schedules. Checks, repairs and/or replaces valves, motors, controls, switches, gauges, wiring, fans, pumps, compressors, condensers, cores, pipes and other functional components of the system. Present options and pricing to customers. Complete approved repairs/improvements in a timely manner. Collects payment for work performed. Performs all work in accordance with established safety procedures.

Essential Functions

  1. Troubleshoot HVAC/R equipment, building comfort, energy efficiency, and related problems
  2. Present findings and options to customers, providing advise as needed/requested
  3. Complete approved repairs, improvements, or installations within industry standard hours per repair pricing guide
  4. Clean equipment/work area
  5. Ensure complete customer satisfaction upon completion of work
  6. Complete all paperwork required by management
  7. Collect payment for work performed
  8. Maintain truck inventory
  9. Keep assigned service vehicle organized and clean
  10. Track vehicle maintenance and alert management when maintenance is necessary
  11. Consult tablet following the completion of each call, providing requested information regarding the work completed, and receiving dispatch instructions for the next call
  12. Provide customers with information and pricing on service agreements, accessories, and other comfort improvements
  13. Create a quote to repair and service equipment. Provide customers with information on new equipment when repairs exceed $300 and/or on a major component existing equipment exceeds 10 years of age; if it is over 10 years old, must contact Supervisor to discuss further action plan.
  14. Perform equipment installations if needed
  15. Perform maintenance work if needed
  16. Identify and suggest opportunities for quality and cost improvements
  17. Other duties as needed

Competencies

  1. Technical Capacity
  2. Ethical Conduct
  3. Communication Proficiency
  4. Results Driven
  5. Initiative
  6. Time Management
  7. Project Management
  8. Problem Solving/Analysis

Supervisory Responsibility

This position has no supervisory responsibility for corporate back office operations with direct supervisory responsibilities of Office Administration Department personnelties.

Work Environment

The work environment noise level is usually moderate but will vary occasionally. The work environment will subject employees to continual interruptions and changing priorities. Effective, consistent, and constant communication with customers, vendors, co-workers, and others is required.  While performing the duties of this job, the employee is frequently exposed to extreme temperatures, fumes or airborne particles, moving mechanical parts and vibration.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are generally Monday through Friday, 8:00 a.m. to 5 p.m.

During busy season hours can double. This includes weekends on call or a scheduled basis.

Travel

Constant daily travel around North Florida and South Georgia is expected for this position.

Required Education and Experience

  1. Ability to troubleshoot and provide repairs at the service technician level.

Preferred Education and Experience

  1. High school education or GED.
  2. NATE certification preferred.
  3. Two or more years of experience as an HVAC installation, maintenance, or service technician.

Additional Eligibility Qualifications

  • EPA certified
  • Ability to follow controls/wiring schematic
  • Ability to braze/solder/weld

Other Duties

  • Must be in possession of a legal Driver’s License and maintain a safe driving record.
  • Clean driving and criminal records as required by state laws for home service companies and by company insurance carrier(s).
  • Must be courteous and respectful to customers and coworkers.
  • Must be respectful of company property and follow safe handling procedures for large items.
  • Maintain a neat, clean appearance representing the company in a positive way.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Join Our Team

We’re always looking talented people to join the Barineau Heating and Air Conditioning family. If you have a passion for serving customers and are interested in showing us your talents. Please fill out the form below:


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    Mr. Barineau is the best man I’ve ever worked for, and this is the best company I’ve ever worked for.

    — Annie, Office Manager
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