Call Center Agent

At Innovative Heating, Cooling, and Plumbing we pride ourselves on delivering exceptional service to our customers and creating a welcoming workplace for our team. As a Call Center Agent, you’ll be a key player in ensuring every customer interaction leaves a lasting, positive impression. This role will be one of the first point of contacts for customer

Work Hours are Full-Time, Monday through Friday 8:00 AM – 5:00PM. Weekends, if necessary, some overtime.

Hourly Pay: $14 , based on experience.

This position reports to: Customer Service Representative Manager

Qualifications

· Experience in a call center, customer service, or similar role preferred

· Must have a Go-Getter Personality

· Excellent Verbal Communication Skills

· Excellent Written Skills

· Excellent interpersonal skill set is vital

· Ability to handle and work with team members in all departments (Service, Sales, Installation, CSR, Managers)

· Ability to work in a fast-paced environment

· Ability to handle high call volumes

· Proficiency in using computers, CRM software, and phone systems

· Have reliable transportation

· Ability to make ethical decisions and handle pressure

· Communicate with customers in a kindly manner and be empathetic to their problems

· Ability to work through the busy season uninterrupted

· Ability to sell and offer memberships and system enhancements over the phone

Key Responsibilities

· Answer and make outbound calls promptly and professionally, ensuring each customer feels valued and heard

· Assist with Lead CSR to help book, reschedule, and confirm HVAC and plumbing appointments

· Provide accurate information about our services, memberships, and promotions to assist customers in making informed decisions

· Address customer inquiries promptly

· Make follow-up calls to ensure customer satisfaction after appointments and follow-up on pending estimates

· Accurately document customer interactions, service requests, and other relevant details in the company’s CRM software

· Assist with Parts Ordering and inform customer of pricing and lead time

· Have the ability the make outbound calls to our non-member customers and explain our latest promotional offers

· Be able to work from call scripts

· Participate in community scheduled after-hours events with the company

· Other Duties as Assigned

What We Offer

· Competitive pay with performance-based incentives

· Monthly Bonuses

· Paid training to get you up to speed on our services and procedures

· Health, Vision, Dental, Supplemental, and Life Insurance

· 1 Week of Vacation and 1 Week of Sick Time Accrued

· 6 Paid Holidays

· Opportunities for growth within a supportive, team-oriented environment

· Positive company culture

KPI’s:

Certain Key Performance Indicators that will measure the effectiveness of Call Center Agent. These include the following:

· Positive attitude.

· Strong attention to detail and accurate communication with team.

· Strong team player.

· Willingness to learn and improve process and procedures.

· Accuracy of customer accounts

· Accuracy of job summaries for scheduled jobs

· Increased Membership count

Job Type: Full-time

Pay: From $14.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• No nights

Education:

• Associate (Preferred)

Experience:

• Customer Service Representative: 1 year (Preferred)

Work Location: In person

Salary : $14