CSR - Customer Service Representative

Job Description:
Customer Service Coordinator

Job Title: Customer Service Coordinator

Pay Scale: $18-30/hour

Work Hours: 7:30 am to 4:30pm, Monday through Friday

Primary Job Function: Answers incoming phone calls. Communicates effectively and professionally with customers to determine their needs. Schedules customers based on urgency and availability. Notifies technicians of assignments and enters necessary data into dispatching software. Communicates with Service Manager to ensure great customer relationships. Performs follow up calls to customers to ensure we have delivered on 'Premium Service - No Shenanigans.' Fills out appropriate paperwork to file financing, rebates, and/or warranties.

Reports to: Office Manager

Required Qualifications:

• Able to communicate in person and on the phone in a professional and courteous manner.
• Must be detail oriented.
• TEAM oriented.
• Follow up and follow through with technicians and customers to help maintain good customer relationships.
• Able to answer multi-line phones.
• Computer skills, including but not limited to use of Microsoft office products
• Ability to multi-task.
• High school diploma or general direction degree(GED)
• Experience working in fast paced environment and able to demonstrate the ability to utilize judgment in order to plan and accomplish goals.
• Previous dispatching/scheduling experience is a must.
• Previous experience in HVAC a plus.
• Patience and endurance to sit/stand behind a desk all day.

Daily, Weekly, Monthly, Yearly Duties:

• Customer Interaction: Respond to customer inquiries via phone, email, internet, and in person in a courteous and professional manner.
• Appointment Scheduling: Schedule service appointments for HVAC technicians using dispatching software, ensuring efficient dispatching and accurate appointment details.
• Information Provision: Provide information about our HVAC services, pricing, and technical details to customers.
• Problem Resolution: Address customer concerns and complaints effectively, escalating issues when necessary.
• Documentation: Maintain accurate customer records, service logs, and follow-up documentation.
• Sales Support: Assist in promoting and selling HVAC maintenance plans, upgrades, and services.
• Team Collaboration: Collaborate with HVAC technicians and other departments to ensure a seamless customer experience.

Job Type: Full-time

Pay: $18.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus opportunities

Application Question(s):

• Do you prefer a fast paced work environment or a quiet space?

Do you like to talk on the phone?
Do you have good organizational skills?
Do you enjoy helping people?
Do you like to learn new skills or do you pefer status quo?

Work Location: In person

Salary : $18 - $30