Craig Broccolina

Managed heating and cooling service operations for United Air Temp customers.

• Resolved customer concerns while ensuring clear communication with service teams to enhance service delivery.
• Trained technicians on safety procedures and company service standards.
• Supervised field crews during installations, inspections, and service visits.
• Scheduled technician dispatch for residential repair and maintenance calls.
• Coordinated parts, tools, and inventory for daily service needs.
• Monitored service schedules and adjusted coverage for emergency calls.
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Coached and mentored team members, improving job performance and service quality.
• Developed strategies that enhanced customer satisfaction and loyalty, contributing to long-term client retention.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Analyzed customer feedback data to develop action plans for improving services offered.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Created weekly reports for senior management.
• Oversaw daily operations, maintaining efficiency and quality standards.
• Resolved customer complaints and issues promptly, maintaining a positive brand image.
• Led a team of 7 employees, ensuring high productivity and excellent customer service for United Air Temp Columbia Branch.
• Delegated work to staff, setting priorities and goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved United Air Temp customer concerns through calm phone support and active listening.
• Diagnosed service issues and routed calls to proper heating and cooling technicians.
• Explained repair options and service policies using clear, simple language.
• Maintained professional communication with customers during billing and service questions.
• Made decisions and resolved issues using critical thinking and analytical skills.
• Presented equipment features, options, and applications to prospective buyers.
• Prepared quotes, proposals, and sales contracts for equipment orders.
• Advised customers on equipment selection, upgrades, and replacement options.
• Identified customer needs and provided appropriate solutions.
• Generated leads through cold calling and networking activities.
• Provided technical advice on products and services to customers.
• Manager. Sales. Customer service care. Technical support, dispatch and repair of repeated equipment failures/repeated customer call back complaints and resolved the issues therein
• Ensured compliance with all applicable laws, regulations, industry standards.
• Recruitment
• Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Identified customer needs and provided appropriate solutions.
• Generated leads through cold calling and networking activities.
• Provided technical advice on products and services to customers.