HVAC Professionals How it Works Help Center
Who we are looking for
Customer Service Specialist
If you are looking for an exciting opportunity to work with a local, well-funded start-up that is changing the HVAC industry this may be the job for you!
  • You’ll be part of a small hard-working, experienced team that is passionate about changing the HVAC industry. Our work culture is very important to us; we celebrate our achievements, have regular office lunches and team events along with keeping a stocked bar to help the team to unwind after a hard day delighting our members.
  • Our campus is growing rapidly with several buildings, an outdoor grill with an eating area and a fleet of scooters for employees to use.
  • We’re a new start-up and we’re growing by leaps and bounds. Joining our team now gives you the opportunity to help make an impact and grow with our company as we continue to change the HVAC industry.
    • About the role
    The SmartAC.com team is looking for an experienced, professional Member Support Agent who is capable of delighting our members and exceeding their expectations. This role will actively work with our members over the phone and through several other digital channels like chat and social media. The ideal candidate will enjoy spending a large part of their day working with our members over the phone, solving problems and ensuring our members have an awesome onboarding experience. Some technical experience will be required to walk members through the onboarding process and resolve any problems they may encounter while onboarding. Attention to detail will also be required to ensure member records are up-to-date and some limited data entry or reporting may also be required at times. This position will represent SmartAC.com to our members and plays a key role in introducing our company culture to our members and partners.
    Successful candidates must be member centric, able to communicate clearly and effectively, analytical with an aptitude for learning and using new technology. The ideal candidates should be able to display prior proof of their experience in member service and the ability to exceed member expectations.
    We offer a market based salary, as well as a company-paid health insurance plan.
    Requirements
  • Previous experience in Customer support, member service and/or technical support
  • Member focused with a proven ability to always deliver an exceptional member experience
  • Proven problems solving skills with an ability to develop and continuously improve operational processes
  • The ability to manage multiple priorities, work under pressure and meet deadlines, while working effectively cross-functional teams
  • A strong working knowledge of the Google suite of software applications
  • Dedication to what we’re building at SmartAC.com, and making a financial and environmental difference
  • Commitment to shared success in a collaborative team environment
  • Proficiency in English required and the ability to communicate in a second language is preferred
  • Able to speak and sit for extended periods of time
    • Common Activities
  • Delight our members with amazing member service through effective and prompt resolution of various member inquiries and concerns
  • Build lasting relationships with members, partners and other SmartAC.com team members
  • Taking incoming and making outbound calls with our members and partners to resolve onboarding issues, ensure members are aware of any health alerts, address any payment issues and processing refunds
  • Develop an in-depth knowledge of of the SmartAC.com devices and applications
  • Focused on first call resolution with an ability to take true ownership of our member needs and issues
  • Ensure all issues are entered into our CRM correctly, tickets are created and resolved in a timely manner and issues are escalated, as needed
  • Complete detailed testing of various mobile applications and software tools to ensure there are no bugs and they meet all the identified use cases
  • Monitor various member success metrics and ensure key KPI’s are being met
  • Able to apply continuous improvement to any system improvements needed to improve our member experience and simplify their onboarding experience
  • Actively work with the Partner Success, Member Success and Product teams to support sales process and integrate member learnings into the broader organization
    • About SmartAC.com
    SmartAC.com is a young, exciting tech start-up in the Smart Home IOT space. We are focused on reducing the cost of HVAC ownership and changing the way people experience comfort. We prefer to refer to our customers as members and we provide them a membership to our HVAC monitoring service as well as many other exciting benefits. We believe AC and Heating should be affordable for all and that a connected system allows for the best overall experience. SmartAC.com has developed a customized platform to allow 24/7 monitoring of key system operational characteristics that provide insights related to system health, risk of system failure and filter life tracking as well as water issues caused by clogged drain lines. Successful candidates must be member centric, able to communicate clearly and effectively, analytical with an aptitude for learning and using new technology. The ideal candidates should be able to display prior proof of their experience in member service and the ability to exceed member expectations. We offer a market based salary, as well as a company-paid health insurance plan. Learn more at www.smartac.com. Send your resume to: