About the position
The Virtual Repair Solutions Technician (VRST) plays a crucial role in enhancing customer satisfaction by efficiently managing repair requests through virtual means. This position involves reviewing assigned orders daily using company-provided technology to engage with clients and customers, aiming to minimize the need for multiple service trips. The VRST is responsible for achieving specific goals related to customer contacts and trips saved, thereby contributing to overall operational efficiency. During scheduled hours, the technician may also handle incoming phone and video calls from field technicians and B2B client warm transfers, ensuring seamless communication and support. In this role, the VRST collaborates closely with B2B clients and in-home technicians to provide pre-attempt diagnosis, parts ordering, and technical support. The technician utilizes various communication tools, including phone, video, and computer technologies, to deliver effective solutions remotely. This position requires a strong technical background in HVAC systems, as well as the ability to interpret manufacturer specifications and navigate technical diagrams and blueprints. The VRST must demonstrate problem-solving skills to address appliance performance issues and provide timely support to field technicians. The technician is expected to maintain a professional work environment while working from home, demonstrating self-control and composure in challenging situations. The role demands proficiency in using common computer applications and the ability to multitask effectively in a fast-paced environment. The VRST must also adhere to company policies and compliance regulations while contributing to process improvements and operational strategies.
Responsibilities
- Provides technical solutions for HVAC repair requests, including pre-ordering required repair parts to expedite solutions.
- Utilizes communication resources such as video, chat, and email to triage parts and provide customer instructions for future service repairs.
- Handles inbound and outbound calls or chat sessions with customers, B2B clients, and field service technicians, ensuring high-quality service delivery.
- Meets or exceeds organizational metrics, KPIs, profitability, and customer satisfaction scores.
- Communicates professionally with business partners and customers, adjusting communication methods based on the technical aptitude of the audience.
- Participates in initiatives for process improvements and the development of new systems or procedures.
- Adapts to changes in strategic direction and supports a fact-based work environment by discussing concerns with leadership.
- Ensures compliance with all applicable laws, regulations, and company policies.
Requirements
- Minimum 5 years of HVAC technical repair experience and electrical knowledge.
- Ability to read and interpret technical information, including diagrams and blueprints.
- Strong problem-solving skills for appliance performance issues using various resources.
- Ability to multitask and manage multiple tasks in a fast-paced environment.
- Fluency in English, with Spanish as a plus for communication purposes.
- Proficient in using common computer applications and web-based systems, including Microsoft Office.
- Ability to work effectively in a remote environment with minimal supervision.
Nice-to-haves
- Possess applicable trade licenses for all supported product categories.
