Customer Care Representative

We exist to empower the life changing impact of mastering a trade.

At Cannistraro, a trade is any skill, in any role, contributing to our company’s betterment and to the care of our customers. Everyone at Cannistraro works in a trade; we believe that everyone can maximize the value of their contributions and most significantly improve their own wellbeing by continuously sharpening their craft and growing in their trade.

We support this journey by advancing craftsmanship and shining a bright light on the importance of progress and professionalism in the Architecture, Engineering and Construction industry. We treat all team members like family and provide the best possible training and coaching. We nurture trusting and highly valued business partnerships in order to create opportunities for everyone to thrive.

We are seeking a Customer Care Representative to join our Service Group! The Customer Care Representative assists in coordinating service requests and supporting the efficient dispatch of technicians. They are responsible for dispatching technicians, updating service logs, and providing basic customer support. This role is ideal for individuals seeking to gain experience in service coordination and develop essential communication skills in a fast-paced environment.

In this role you will:

• Evaluate incoming service requests to determine their urgency and importance, ensuring prompt responses to emergencies and efficient resource allocation.
• Acquire knowledge of HVAC, plumbing, and fire systems terminology, components, and basic functions to accurately understand service needs and communicate effectively with technicians.
• Collect relevant information from customers to establish T&M service calls, including detailed descriptions of issues, service locations, and billing details.
• Become familiar with the skills and specialties of field technicians to assign the most suitable personnel to specific jobs for optimal service delivery.
• Assist in obtaining purchase orders for necessary parts, materials, or services required for service jobs, ensuring accuracy and compliance with company procedures.
• Coordinate with customers and technicians to schedule T&M jobs, considering availability, customer preferences, and service requirements.

A successful candidate will have:

• High school diploma or equivalent.
• 0-3 years of Customer service experience.
• Demonstrates written and verbal communication skills to effectively communicate with vendors, customers, and many levels of the organization.
• Ability to multitask work in a fast-paced team environment.
• Detail oriented with the ability to prioritize and meet deadlines.
• Demonstrated attention to detail.
• Demonstrated time management skills.
• Software Experience preferred:
  • Microsoft Office Suite
  • ServiceTrade preferred.

Physical Requirements

Sedentary Work – Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Our Commitment to Diversity, Equity, and Inclusion

We are steadfastly committed to protecting and promoting the safety, wellbeing, and career longevity of all Cannistraro employees regardless of age, race, ethnicity, gender, or sexual orientation. We do not tolerate discrimination or harassment of any kind. We are dedicated to bringing this attitude into action, and positively changing the arc of our industry.

J.C. Cannistraro, LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, age, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, parental and marital status, genetic information, disability or protected veteran status. If you require accommodation due to a disability to complete the application process, please contact Human Resources at 617-926-0092 or submit a request in writing to careers@cannistraro.com. J.C. Cannistraro, LLC is an E-Verify Company.