Customer Service Representative for Heating and AC company

Benefits:

• 401(k)
• Bonus based on performance
• Paid time off
• Training & development

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary
We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, schedule appointment, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.


Responsibilities

• Receive a high volume of inbound calls and emails
• Identify the reason for the customer’s call, collect relevant information and provide solutions and achieve satisfaction
• Refer to premade scripts for a variety of customer service topics
• Use best practices in customer service techniques to develop rapport and build relationships with customers
• Meet personal and team quotas
• Attend trainings to maintain up-to-date skills and knowledge
• Generate sales leads
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Entering work orders in the system
• Dispatch/scheduling service jobs for technicians
• Printing, filing, copying, organizing paperwork
• Following up with customer after every job and offering other services
• Processing permits

Qualifications

• High school diploma/GED
• Previous experience as a Customer Service Representative or in a similar role is preferred
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• 2 years or more experience in home service field preferred
• 2 years of sales experience preferred
• Excellent typing skills