Customer Service

Description

About L&S Mechanical

Headquartered in Richardson, Texas, L&S Mechanical (“L&S”) is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina and Georgia residential housing markets. Founded in 1985, L&S serves large production homebuilders in Dallas / Fort Worth, South Dallas, Houston, San Antonio and Austin through its six production warehouses. Previously owned by management, L&S was acquired by The Sterling Group, a leading middle market private equity firm, in September 2021. L&S is the largest plumbing installer in Texas and has significant opportunity to grow its HVAC and electric offerings while also expanding into new geographies through acquisition and growing its nascent home services business.

The company is backed by The Sterling Group, a private equity firm established in 1982. The Sterling Group specializes in acquiring controlling interests in companies across the manufacturing, distribution, and industrial services sectors, focusing on enterprises with valuations typically between $100 million and $1 billion. To date, the firm has sponsored 67 platform buyouts, along with numerous add-on acquisitions, contributing to a total transaction value exceeding $22 billion. Currently, The Sterling Group manages over $9.4 billion in assets.

Job Summary

As a Customer Service Representative at L&S, you will provide front line support and follow up to customers assisting and resolving warranty or service issues. In this position you may be responsible for dispatching, administrative tasks, billing and filing warranty claims. Key relationships in this role will be to service technicians, L&S production staff, homeowners, and builders.

General Responsibilities

• Solve problems and manage solutions backed by the support of a successful team.
• Manage both incoming phone calls and electronic warranty/service requests to identify customer needs and schedule appointments logistically and efficiently.
• Provide exceptional follow-up with homeowners and technicians to ensure issues are resolved to customers satisfaction.
• Process all service-related billing including compiling quotes and purchase orders to submit for invoicing.
• Maintain accurate and current house files by performing daily data entry.
• Assign and or dispatch work orders to the field based on customer needs timely.
• Provide support to field personnel.
• Order and track material to resolve incomplete work orders timely.
• File warranty claims on replacement parts for HVAC equipment and water heaters.

Qualifications

• 2+ years in new home construction specific telephone customer service.
• Proficient in basic computer skills that include but are not limited to data entry, MS Outlook, and Excel.
• Effective at building and maintaining positive relationships with the service technicians, production staff, managers, superintendents, and coworkers to ensure timely completion of job duties.
• Strong ability to organize, prioritize, communicate well, and be committed to providing quality work.
• Solid problem-solving skills and a willingness to take on new projects with a "can do" attitude.
• Perform the physical demands of the position which are working indoors with long periods of time sitting, listening, and speaking on the telephone, viewing monitor and workstation.

Benefits

• Medical, dental and vision insurance
• FSA with debit card
• Employer-paid Short-Term Disability (STD)
• $20K in life insurance and $20K AD&D insurance
• 401(k) employer match
• Paid Vacation
• PTO
• Paid Holidays
• Annualized reviews for merit increases
• Potential for advancement