Customer Service Rep (CSR)

About Company:

Signature Heating, Cooling, Plumbing, and Electrical is a trusted service provider in Albuquerque, NM, specializing in comprehensive HVAC, plumbing, and electrical solutions for residential and commercial clients. With a commitment to excellence, the company offers a wide range of services, including installation, repair, and maintenance, ensuring comfort, safety, and efficiency in every home and business. Known for its skilled technicians and exceptional customer service, Signature is dedicated to providing high-quality workmanship and reliable solutions tailored to meet each customer’s unique needs. Whether it's keeping your home cozy year-round, ensuring your plumbing runs smoothly, or addressing electrical issues, Signature Heating, Cooling, Plumbing, and Electrical is the name you can count on in Albuquerque.

About the Role:

The Customer Service Representative (CSR) plays a crucial role in ensuring customer satisfaction and loyalty by providing exceptional service and support. This position involves addressing customer inquiries, resolving issues, and facilitating a positive experience with our products and services. The CSR will act as the primary point of contact for customers, effectively communicating information and solutions in a timely manner. By understanding customer needs and feedback, the CSR will contribute to continuous improvement initiatives within the organization. Ultimately, the success of this role is measured by customer retention rates and overall satisfaction levels.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role or similar position.
• Strong verbal and written communication skills.

Preferred Qualifications:

• Associate's degree or higher in a related field.
• Experience with customer relationship management (CRM) software.
• Bilingual abilities in English and Spanish.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and courteous manner.
• Resolve customer complaints and issues by identifying the root cause and providing effective solutions.
• Maintain accurate records of customer interactions and transactions in the company database.
• Collaborate with other departments to ensure customer needs are met and issues are resolved promptly.
• Provide product and service information to customers, guiding them through the purchasing process.

Skills:

The required skills for this position include strong communication abilities, which are essential for effectively interacting with customers and addressing their concerns. Problem-solving skills are also crucial, as the CSR will need to analyze issues and provide appropriate solutions quickly. Attention to detail is important for accurately documenting customer interactions and ensuring that all information is correctly entered into the system. Preferred skills, such as familiarity with CRM software, will enhance the efficiency of managing customer relationships and tracking interactions. Additionally, bilingual skills can significantly improve service delivery to a diverse customer base, fostering inclusivity and understanding.