What are the responsibilities and job description for the CSR - Customer Service Representative position at Lions Heating and Air Conditioning LLC?
HVAC Customer Service Representative
The Customer Service Representative plays a key role at Lions Heating and Air Conditioning. The CSR is responsible for handling customer inquiries and complaints, as well as providing general information about the products and services offered by our company. The ideal candidate will have excellent communication skills, both verbal and written, and be able to effectively and professionally communicate with our customers.
General Duties
- Adhere to company policies and procedures
- Collaborate with other team members to ensure timely and accurate resolution of customer inquiries and complaints
- Ensure each customer receives five star service
Customer Relations
- Receive and respond to customer inquiries and complaints via phone, email, message, and in-person
- Process customer orders and provide general information about products and services
- Resolve customer issues and complaints in a timely and satisfactory manner
- Maintain customer records and update customer information as needed
Production
- Coordinate with production teams on efficient dispatching to service calls
- Seek to fill capacity of each team each day
- Inform production teams of any relevant customer or job information on an as-needed basis
Key Skills And Qualities
The Customer Service Representative must display a number of key skills and qualities to be effective. This is a fast paced, sometimes hectic work assignment. Most importantly, the CSR must care for our customers in an exceptional way at all times, regardless of circumstances. An effective CSR will be able to smoothly carry out relevant Lions Heating and Air Conditioning standard operating procedures at all times while completing tasks in an efficient and productive manner.
Below are some key qualities that the Lions Heating and Air Conditioning looks for in CSR candidates:
- High school diploma or equivalent
- 1-2 years of customer service experience, preferably in a call center or service-oriented environment
- Strong communication skills, both verbal and written
- Proficiency with computers and basic office software
- Ability to handle difficult situations in a professional and courteous manner
- Team player with a positive attitude
- Previous experience in the HVAC industry is a plus, but not required
KPIs
CSRs will have their performance graded against Key Performance Indicators
- Call Answer Rate
- Booking Rate
- Customer Feedback Score
Compensation
Lions Heating and Air Conditioning compensates CSRs through a combination of hourly ray and monthly performance based bonuses. See below for bonus types and rates.
Bonus Chart
KPI
Target
Monthly Bonus
Call Answer Rate
98%
$200
Booking Rate
96%-98%
$100
Job Type: Full-time
Pay: $15.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Required)
Work Location: In person
Salary : $15 - $25