Current Openings

At Haynes Mechanical Systems, we have spent over 54 years building a company that we can be proud of - a company that focuses on working together with our customers to provide solutions to their heating, ventilation and air conditioning needs.

We are a fast growing commercial HVAC, building automation and energy services company. Our culture is one that exemplifies achieving excellence in everything we do. We are collaborative and work towards the best result for our customers. Our culture is based on four ideals: family owned, focus on our associates, dedication to our customers, and continuous improvement.

With locations in Denver, Fort Collins, Colorado Springs, and Phoenix we have many opportunities available. Standard work days are M-F, with occasional on-call after hours. This position is expected to work in excess of 40 hours per week during periods of high demand periods.

Competitive benefits package:

• Medical
• Dental
• 401K - Matched
• Paid Time Off
• Paid Holidays
• Gym and Fitness Reimbursement
• Taxi Vouchers
• Company Events
• AND MORE!!
  

POSITION SUMMARY:

This position implements the Customer Assurance, Review and Evaluation (C.A.R.E.) program which is used to measure the customer’s perception of the service provided by Haynes Mechanical Systems.  The C.A.R.E Coordinator ensures the services provided to the customer is at or above the level of service sold to the customer and/or expected by the customer. This person represents Haynes Mechanical Systems (HMS) in a professional manner, bringing value to the contracted service provided as well as the C.A.R.E. program.  

REQUIREMENTS:

• Bachelor's degree preferred
• 5-7 years’ experience with and application of customer service and quality assurance practices and principles, or equivalent combination of education and experience
• Strong verbal and written communication skills
• Proficient with MS Office Suite
• Some travel required to Colorado Springs and Fort Collins offices, reliable transportation required
• Valid driver’s license and satisfactory driving record as required by the company’s insurance provider
• Regular and punctual attendance is required

• ESSENTIAL DUTIES AND RESPONSIBILITIES:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:
• Represent the company in a professional and courteous manner at all times
• Build rapport and long term relationships with HMS customers, ensuring customer retention
• Schedule C.A.R.E.  calls (in person and telephonic) with the appropriate customer contact; prior to contact, review customer site information and service/s provided, as well as previously documented C.A.R.E. forms, if applicable
• Ensure that agreements due for renewal receive C.A.R.E. contact no less than 45 days prior to renewal date
• Handle deadlines efficiently
• Participate in start-up process with assigned accounts ensuring that agreement implementation is conducted appropriately and timely
• Accurately document feedback given by customers and document in appropriate C.A.R.E. format; create, assign and follow-up on any Action Items identified
• Determine priority levels of customer concerns and escalate to department manager when appropriate
• Clearly summarize customer feedback in email form attaching the completed C.A.R.E. report; distribute to the appropriate HMS personnel
• Discuss the tasked C.A.R.E. contract (projects, service calls, outstanding issues & proper C.A.R.E. contact) with involved HMS personnel, ensuring resolution to Action Items and customer concerns
• Track the number of completed C.A.R.E. contacts/customer satisfaction ratings MTD and YTD, ensuring that quality and quantity meets Supervisor’s expectations and HMS standards
• Assist in preparing for and conducting the monthly in-house C.A.R.E. meeting; be prepared to discuss outstanding Action Items as well as customer concerns/suggestions and any recurring issues on assigned accounts
• When opportunities are identified through customer interactions for additional services or sales, refer the opportunity to appropriate HMS personnel for follow up
• Create innovative ideas for new tracking methods to enhance the C.A.R.E process
• Effectively balance customer appointments with administrative duties
• Ensure that C.A.R.E. issues are handled in the best interests of the customer as well as HMS
• Complete projects assigned by the C.A.R.E. Supervisor as requested
• Assists all functional areas of the company in the attainment of HMS goals and objectives and maintains favorable working relationships 

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:

• Quality Focused – Detail oriented; demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.