Job Description
- Job Title: HVAC Customer Service Representative
- Work Hours: Normal Hours: 8:00AM to 5:00PM Monday-Friday or as necessary
- Job Summary:
- Processes service requests, prepares paperwork for escalated calls, and fulfills customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within call center environment.
- Job Duties:
- Provide Fast Friendly and Fun customer service to both internal and external customers
- Answer incoming calls related service, billing, and other departments
- Schedule service/estimate appointments in a timely manner
- Make outbound calls to book, confirm, and survey upcoming or completed appointments
- Manage customer concerns and work to resolve them efficiently and effectively
- Other assigned duties as directed by management
- Help less experienced representatives understand our Brand, Policy and procedures
- Job Requirements
- Education and Experience
- High school diploma or equivalent
- 2-5 year experience in a customer service environment
- Intermediate knowledge of standard concepts, practices, and procedures within HVAC.
- Key Competencies
- Honesty and integrity
- Excellent customer service skills
- Ability communicate empathy
- Critical Thinking and Problem solving
- Detail oriented
- Adept learner
- Able to multitask
- Proven ability to process high volumes of work with great accuracy
- Basic knowledge of Microsoft Office applications (Outlook, Excel, Word)
- Advanced Knowledge of Successware21 a plus
- Excellent written and verbal communication skills
- Physical Requirements
- Must be able to sit for long periods of time
- Must be able to work varying shifts including days, nights, and weekends.
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