Customer Experience Specialist

Company Profile
Tempo/US-Ecologic is an Employee-Owned Company who has been proudly serving Dallas-Fort Worth residential communities since 1966 and serving the Green Building and Energy Efficiency needs of the Nation since 2007. Tempo/US-Ecologic consists of four operating divisions: Tempo Mechanical, Tempo Service, US-Ecologic Single Family and US-Ecologic Multi Family.

Division: Tempo Mechanical                     

Summary:  

The ideal candidate that Tempo Inc. is searching for to fill the role of Customer Experience Specialist (CES) would possess the will to successfully complete all tasks assigned by the Director of Customer Service in a timely manner. The selected individual will also possess the willingness to learn and work hard daily. The CES would successfully coordinate daily scheduling needs to exceed customer/homeowner expectations. We are looking for a strong collaborator who is interested in helping Tempo meet its long-term goals and objectives. The candidate should be an incredibly positive and highly energetic individual who specializes in customer service, dispatching and a high level of follow-through.

Essential Duties and Responsibilities:

• Willingness to show up every day ready to learn and work hard.
• Respond to all phone and email inquiries in a timely manner.
• Prioritize/escalate emergency situations as needed.
• Schedule and dispatch warranty and start-up calls.
• Confirm the scheduling process with our clients throughout the warranty/start-up journey, including but not limited to appointment confirmation, rescheduling needs and follow through with appointment results/findings.
• Possess a positive, can-do attitude that brings joy to our customers and internal partners.
• In applicable situations, communicate HVAC FAQS to educate customers.
• Commitment to exceed the company policy to 40 hours of training annually to build your knowledge of business processes and technical HVAC expertise.
• Possess self-accountability to own your specific area of the Customer Service and Scheduling process from cradle to grave.
• Other duties as assigned.

• High School Degree or Equivalent required.
• Minimum of 2 years of Customer Service Experience required.
• Ability to communicate at a prominent level both verbally and in writing.
• Must be an initiative-taker who thrives in a fast-paced deadline environment.
• Strong collaborator who can work cross functionally with a multitude of internal/external teams.
• Demonstrate effective organization and follow through.
• Strong attention to detail.
• Basic understanding of Microsoft (Excel, Outlook, Word)
• Knowledge of Salesforce is preferred but not required.
• HVAC, construction industry knowledge preferred but not required.
• Salesforce knowledge preferred but not required.
• Pass a pre-employment drug screen and criminal background check.

Language Skills

• Able to speak English
• Bilingual will be plus point

Culture:

The following core values are to be followed and always reinforced.

• People First
• Partnerships over Transactions
• Decide Like an Owner
• Do The Right Thing

Benefits:

•  This position offers annual bonus opportunities as well as periodic on-call extra pay opportunities.
• Employee ownership (ESOP) with weekly Employer Match up to 20%
• Stock accumulation plan based on continuous service
• Competitive pay
• 120 hours PTO
• Bereavement Pay
• 7 Paid holidays
• 1 Floating holiday
• Health Insurance (company pays approx. 70% of medical coverage chosen, Dental, Vision Insurance (optional)
• $25,000 life insurance/$25,000 AD&D (additional voluntary life/AD&D products available)
• Disability income protection plan (Short-Term & Long-Term Disability, paid by company)
• 401 (k) savings plan – 20% Employer match
• Continuing education and training programs

Tempo is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, creed, sex, national origin, sexual orientation, disability status, veteran status, marital status or any other category protected by applicable law.