Customer Service Rep

POSITION SUMMARY

The Customer Service Representative at our HVAC company plays a crucial role in coordinating and managing our calendar of appointments for the day as well as providing answers and service to all our customers. Responsible for performing inbound and outbound calls to schedule service calls, prioritizing emergencies, and ensuring exceptional customer service. The customer service representative maintains accurate records, communicates with customers, and collaborates with the dispatch lead to optimize technician assignments. With strong organizational skills, attention to detail, and effective communication abilities, the customer service representative ensures maximum operations and technician productivity and contributes to customer satisfaction at our HVAC company.

ABOUT THE COMPANY

We are Climate Care; we provide Heating and Air Conditioning, and we are growing by the day. Our mission is to care for the comfort and climate of each customer by providing exceptional heating and air conditioning solutions for their home. We are inspirational and disciplined in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are accountable, transparent, result oriented, disciplined, inspirational, and aligned.

OBJECTIVES

• Serve as the primary point of contact for incoming service requests and customer inquiries.
• Call prospective customers by operating the telephone equipment to influence customers to buy services provided by Climate Care.
• Follow the script and regulations to speak with customers.
• Control the customer call list.
• Efficiently dispatch HVAC technicians to customer locations based on geographical proximity, skillset, and urgency of service calls.
• Maintain a well-organized and up-to-date dispatch schedule to optimize technician productivity and ensure timely response to customer requests.
• Prioritize and manage emergency service calls, effectively assessing the urgency and allocating resources accordingly.
• Communicate with customers regarding technician arrival times, service updates, and any necessary rescheduling.
• Coordinate with technicians to ensure they have the necessary equipment, tools, and materials to complete assigned tasks.
• Monitor and track technician progress throughout the day, providing real-time updates to customers and adjusting schedules as needed.
• Assist in resolving customer complaints or issues related to service calls, demonstrating a customer-centric approach, and aiming for satisfactory resolutions.
• Maintain accurate records of service calls, technician activities, and customer interactions in the dispatching system or CRM software.
• Stay informed about HVAC industry trends, products, and services to better assist customers and optimize technician assignments.
• Participate in regular meetings with the service team to discuss operational efficiencies, customer feedback, and process improvements.

COMPETENCIES

• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to interact professionally and courteously with customers, technicians, and team members.
• Proficiency in using dispatching software, CRM systems, and other relevant tools to manage scheduling and customer information.
• Strong problem-solving and decision-making abilities, with the capacity to handle unforeseen changes and adapt quickly to shifting priorities.
• Knowledge of HVAC systems, terminology, and service processes is preferred but not mandatory.
• Familiarity with geographical locations and mapping tools to optimize technician routing and travel times.
• Ability to remain calm and composed under pressure, demonstrating professionalism and empathy when dealing with customer concerns or complaints.
• Excellent attention to detail to ensure accurate record-keeping and scheduling accuracy.

EDUCATION AND EXPERIENCE

• High School Diploma or GED required
• Minimum 1 years of customer service experience, preferably in HVAC or home services

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, sitting, or walking
• Must be able to lift at least 25lbs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce Climate Care recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to ecamarena@thinkclimatecare.com. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• Health insurance

Experience level:

• 1 year

Shift:

• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person