Customer Service Representative

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 a 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 out bound 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

Education and Experience

  • High school diploma or equivalent
  • Min 2 year experience in a customer service dispatcher environment
  • HVAC experience a plus but not required

Key Competencies

  • Honesty and integrity
  • Excellent customer service skills
  • Ability communicate empathy
  • Critical thinking and problem solving
  • Detail oriented
  • Adept learner
  • Ability to multitask
  • Proven ability to process high volumes of work with great accuracy
  • Basic knowledge of Microsoft Office applications (Outlook, Excel, Word)
  • 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

Pay Scale

Pay will be based on experience and performance.


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