Employment

Comfort Advisor @ Rosenthal Heating & Air Conditioning

General Job Function: This position is primarily responsible for selling profitable residential and commercial HVAC replacement installation jobs, commercial service agreements and working with third party vendors. Oversee jobs through scheduling, completion, collection, and referral. Meet or exceed budgeted monthly sales. Closing rate targets should be 70% for existing customers and 40% for new prospects. A blended closing percentage should be above 60% with an ever-increasing average sale.

Minimum Qualifications:

• 4+ years previous Sales experience
• Basic computer application skills
• Well-groomed, drug-free, and dependable
• Available to work some evenings and some Saturdays to accommodate customer’s schedule
• High School Diploma or GED
• Valid Driver’s license and reliable transportation
• Ability to work independently with minimum daily supervision
• In home sales experience or home improvement industry experience a plus

Competencies required:

• Exceptional Customer Service skills
• Polished presentation skills
• Ability to multi-task handling multiple customers at one time
• Strong attention to detail and follow-up skills
• Exceptional negotiation & closing skills
• Excellent planning and organization skills

Characteristics desired:

• Self-motivated, energetic, confident and strong work ethic
• High Ethical Standards
• Ability and willingness to learn and be a part of a team
• Attitude for success
• Strong self confidence

Essential duties and responsibilities:

• Involve customers in new heating & cooling systems.
• Execute sales presentations as outlined in Rosenthal sales procedures.
• Maintain a professional attitude and appearance at all times.
• Always do what is best for the customer and remember the Company and your reputation are at stake. Always exhibit the utmost in integrity.

Customer Interaction:

• Assist customers to achieve healthy, comfortable, safe environments by asking “layering” questions to find out what their needs are.
• Complete proposals and price jobs to our customers within the guidelines set forth by the General Manager and Company standards.
• Offer third party payment programs and follow through to verification of approval and proper paperwork.
• Actively pursue referrals from satisfied customers.
• Visit the jobs sold within one week of installation to assure quality, answer customer questions, collect and ask for referrals.

Job Management:

• Ensure profitability of the department by accurately proposing all jobs, using book pricing, with the emphasis on quality and value.
• Review with General Manager on all jobs scheduled for duration longer than 3 days or over the amount of $12,000.
• Communicate with our support staff, in a timely and efficient manner details of jobs, financing and job scheduling.
• Submit via email the job packet with the sheet metal form in a timely fashion and describe in detail specifications to finish the job in the time allotted.
• Communicate to Installers the job requirements and expectations of the customer through verbal communication, pictures, drawings, and written forms.
• Maintain contact with Installers and customers during installation to ensure a quality system is installed.

Growth Opportunities:

• Prospect for new customers by outbound to increase customer base and personal income.
• Participate in local home improvement shows.
• Have a written business plan for each week, month and year.
• Attend and participate in regular scheduled sales meetings, as well as special sales training opportunities as they arise.
• Any and all other duties as requested or assigned.

Customer Service Specialist @ Rosenthal Heating & Air Conditioning

General Job Function: This position is primarily responsible for handling inbound and outbound phone calls to ensure complete Customer satisfaction by delighting and helping Customers. Getting Customers involved in our goods and services they need to make their homes safe, comfortable and secure. Facilitate the Customer’s experience with the company by being thorough and getting the Technician’s off to a good start with the Customer.

Every employee is a sales representative for the company. The CSS will make every effort to take advantage of every opportunity to involve our customers in our products and services such as: COMFORT ASSURANCE PLANS (CAPs), accessory equipment, replacement, etc. Outbound calling to ensure workload is sufficient for field staff.

Minimum Qualifications:

• 1 year of customer service experience, preferably in a fast-paced inbound and outbound customer service function.
• Must have clear speech and proper grammar.
• Basic computer and typing skills
• Must have a high school diploma or GED equivalent.
• Must have outstanding Customer interaction skills.
• Possess enthusiasm, persuasiveness, accuracy and quickness.
• Must be available to work flexible hours to include some days, evenings and weekends.
• Must be drug-free and be able to pass a criminal background check.

Essential Duties and Responsibilities:

1. Answer inbound phone calls:

• Determine the Customer’s needs.
• Assist customers through answering questions and offering products and services.
• Handling sales lead calls.
• Document/track all calls.
• Schedule customer service requests in the computer.
• Transfer other calls and take messages as needed.
• Follow all scripts and procedures.

2. Making outbound calls:

• Insure maintenance schedule is filled with a two-week backlog.
• Assist Office manager to Reschedule customers in case of technician illnesses.
• Call assignments will be assigned by General Manager based on the needs of the company.
• Renew COMFORT ASSURANCE PLAN. customers.
• Call existing customers to extend “special offers” or promotions.
• Follow all scripts and procedures.

3. General:

• Check general voice mail box and email for information and handle as needed.
• Miscellaneous clerical / data entry tasks.

Physical Requirements:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit – over 2/3 of the time.
• Talk or hear – over 2/3 of the time.
• Vision – must be able to read computer screen and written documentation.

HVAC Installation Technician @ Rosenthal Heating & Air Conditioning

General Job Function: Manage all facets of installation project. Communicate with company personnel including Office Manager and General Manager. Ensure complete Customer satisfaction by professionally installing a quality system.

Minimum Qualifications:

• 2 or more years HVAC Installation experience (residential/light commercial)
• Strong technical knowledge, be detail oriented and quality driven
• Valid driver’s license and good driving record
• Must be well-groomed, drug-free and be able to pass a criminal background check
• EPA Certification
• Excellent Customer interaction skills
• High school diploma or GED equivalent

Essential Duties and Responsibilities:

• Install new equipment in a manner that is consistent with the company’s Quality Standards.
• Accurately complete and promptly return all job required paperwork.
• Follow through on unfinished jobs, order parts, reschedule return visits and communicate with customers.
• Keep Company truck clean inside and out.
• Maintain organized Company truck stock to prevent loss due to damage.
• Keep vehicle dash clean and free of all items.
• Follow procedures in Company
• Be successful at passing all quarterly and year end vehicle inventory counts and inspections.
• Acquire necessary tools to perform professional HVAC Installation services.
• Instruct Installation Assistants on job duties and skills.
• Inform Customers of Company’s products and services.
• On a daily basis, email parts used to restock your truck to keep accurate inventory level.
• Handbook for vehicle maintenance, operation and cleanliness.
• Develop personal and technical skills.
• Any and all other work-related tasks/duties as directed by Supervisor.

Physical Requirements:

• Must be able to lift, maneuver and set (install) heating and air conditioning equipment on a daily basis: up to 100 lbs. by yourself, 100 to 350 lbs. by using a dolly or with another person.
• Must be able to work with hands and arms extended overhead for long periods of time.
• Must be able to work around fiberglass insulation, glue, dust, household pets and not have known allergies.
• Must be able to climb ladders and scaffolding.
• This is strenuous work requiring good corrected vision, hearing, smelling, climbing, balancing, stooping, kneeling, reaching, lifting and the ability to work without supervision.
• Must be able to work outdoors in wet and cold (below freezing) and in extremely hot and humid weather (above 100o degrees).
• Must have dexterous use of both hands.
• Must be able to work in a kneeling or squatting position.
• Must have previous experience using mechanical hand tools.
• Must be a non-smoker or be able to refrain from smoking while in customers’ homes or businesses.

HVAC Service Technician @ Rosenthal Heating & Air Conditioning

General Job Function: Perform service, maintenance, and warranty work requests for residential and light commercial customers. Consult with our customers and recommend and sell service agreements, accessory items, and replacement systems when opportunities permit. Ensure complete Customer satisfaction by professionally servicing and repairing systems in a consistent and quality manner with zero recalls. Always maintain a professional Company image in the marketplace through positive attitude, personal actions, and appearance.

Essential Duties and Responsibilities:

• Perform all service and warranty calls as directed by service admin including performing “on-call” service rotation.
• Inform Customers of Company’s products and services.
• Correctly and completely fill out all service information on P-3 operating system.
• Maintain department revenue per hour goals and a minimum revenue to hour commensurate with current wage.
• Daily, your responsible to utilize the vehicle inventory restocking procedures to ensure accurate truck inventory always.
• Follow procedures in Company handbook Vehicle section for vehicle maintenance, operation, and cleanliness.
• Develop personal and technical skills.
• Any and all other work-related tasks/duties as directed by supervisor.
• Work with service admin through uncompleted calls order parts, re-schedule calls, and communicate with customer.
• Maintain a customer quality score of 4.5 or better on a 5-point scale with a customer review ratio of one review in three demand service or planned service customer.
• Recommend our Comfort Assurance Plan on the invoice and involve all non-plan Comfort Assurance customers converting at a minimum of 28%.
• Contact the service admin and schedule appointment with the Comfort Advisor from the home is requested by the customer to spend time consulting on new equipment purchases.
• Keep company vehicle clean inside and out. Wash weekly or more as required. Maintain organized vehicle truck stock to prevent loss due to damage. Keep truck dash clean and free of all items.
• Attend company training meetings when requested.
• Acquire necessary tools to perform professional HVAC service.

Competencies required:

• Strong customer relations skills.
• Broad industry technical knowledge.
• Successful at performing all service repairs at a high proficiency level to customer’s satisfaction.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: GED or High school diploma. Possess at least 2 years of HVAC experience.
• Language Skills: Ability to speak effectively before customers and/or co-workers of the organization.
• Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Reasoning Ability: Ability to apply common sense understanding in written, oral or diagram form.
• Computer Skills: To perform this job successfully, an individual should have knowledge of how to access and use the internet and have a good working knowledge of performing work tasks on an iPad or Smart Phone.

Certifications and/or Licenses:

• Nate Certifications preferred.
• EPA Universal Certification 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.:

• Must be able to lift 75 lb. air conditioning and refrigeration equipment 8 to 10 times each day.
• Must be able to work outdoors in wet and cold and in hot and humid weather.
• Must have dexterous use of both hands and be able to use mechanical hand tools.
• This is strenuous work requiring good corrected vision, hearing, smelling, climbing, balancing, stooping, kneeling, reaching, lifting and the ability to work without supervision.
• Must be able to refrain from smoking while in customers’ homes, our trucks or businesses
• Must be able to work extended hours and weekends at peak times of the year when service demand level is high due to weather extremes.
• Must be able to climb ladders and scaffolding up to 30’.
• Must be able to work in a kneeling or squatting position.
• This job may and will require working in attics, crawl spaces and rooftops and tight spaces from time to time.