Customer Service Representative

Position available in the Wilmington office location.

Want to be recognized for your talents? Appreciated for your efforts? Excel with one of the fastest growing HVAC companies in the Carolinas? Are you an A-PLAYER? Do you believe in KINDNESS toward everyone you work with? Well you've come to the right ad!

The Customer Service Representative is responsible for interfacing with customers in both in-person, phone, and e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and promptly.

• Tremendous attention to detail
• Exhibiting a positive company image and engaging in professional and friendly communications with customers
• Coordination of service technicians daily schedules/dispatching
• Being that helpful, reassuring voice for the customers
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Referring any customer questions regarding products or services to the appropriate team member
• Accurately establishing and maintaining customer profiles
• Performing accurate company-required record keeping
• Efficiently and correctly corresponding with third-party providers to support the Service Technicians and customers
• Resolving customer problems
• Informing customers of prices, shipping dates, anticipated delays, and any additional information needed by the customer
• Following-up on customer appointments to ensure issues are taken care of
• Performing other duties as assigned
  

• High attention to detail
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Prior experience with the general public (customers) a plus; prior experience as a cashier a plus
• Ability to accurately serve as a cashier, including processing credit cards, making change, and other basic math skills
• Excellent oral/written communication skills
• Excellent customer relationship skills
• Excellent organization skills
• Ability to multi-task
• Ability to work in a team environment and take direction from management and supervisors
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.