What are the responsibilities and job description for the CSR - Customer Service Representative/Dispatcher position at Advanced Cooling?
Our Customer Service Representative will provide product/services information and resolve emerging problems that our customer accounts might face with accuracy and efficiency. A CSR is typically- patient, empathetic, communicative, detail oriented and is well organized. A CSR is able to keep composure during our peak seasons.
A Customer Service Representatives can put themselves in our customers’ shoes and advocate for them when necessary. They are confident at troubleshooting and investigative if the customer is not giving/know enough information to resolve customer concerns. The target is to ensure excellent service, respond and communicate efficiently with customers, office staff, technicians and install department.
Responsibilities
Manage large amounts of incoming calls
Cold call past customers to generate calls
Comfortable using CRM and Phone system
Can handle scheduling and dispatching a team of HVAC technicians
Oncall Rotation schedule
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts, file documents, and update customer information
Skills
Customer service experience
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Detail oriented
Punctual
Previous HVAC CSR/Dispatch experience a Plus but not required
Pay is dependent on Skills and experience
Job Type: Full-time
Pay: $13.71 - $22.00 per hour
Schedule:
- Monday to Friday
- Rotating weekends
- Weekends as needed
Work Location: In person
Salary : $14 - $22
