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Job Summary
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 in a timely manner.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Portraying a positive company image and engaging in professional and friendly communications with customers
Processing orders by mail, telephone, fax, email, or other employees
Actively listening to customer needs and inquiries to determine appropriate service actions
Assisting colleagues and other employees with administrative duties
Serving as the cashier and being primarily responsible for answering telephones, handling cashier transactions, and performing other clerical duties
Referring any customer questions regarding products or services to the appropriate person
Establishing and maintaining customer profiles and preparing required documentation
Performing accurate company-required recordkeeping
Efficiently and correctly corresponding with third-party providers to obtain payments
Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received
Following-up on orders to ensure successful completion of work by specified dates
Preparing receipts and shipping documents
Performing other duties as assigned
Supervisor Responsibilities of this Role
None at this time.
Success Factors and Performance Indicators
The Customer Service Representative’s success will be measured by many factors pertaining to the job, including, but not limited to:
Call Counts
Tech Utilization
Call Booking %
Customer Satisfaction
Minimum Qualifications
High School Diploma/GED or equivalent experience
Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
Ability to time manage, set timeline goals and prioritize tasks
Ability to work independently and exercise sound judgment and problem-solving
Excellent oral/written communication skills
Proficiency with computers
Ability to work in a team environment and take direction from management and supervisors
(Desired) HVAC industry-specific experience.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
Working Environment:
The noise level is typically low to moderate.
The workplace is an environmentally controlled office.
Note
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 to 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 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.
Company DescriptionMid-Florida Heating & Air has earned its reputation as an industry leader by providing the very best heating, ventilation, and air conditioning (HVAC) products and services to Central Florida residents. Our staff has proudly served the local community’s heating and air conditioning needs since 1983, installing over 59,000 heating and air systems to homes and businesses. We are, without question, your premier service provider Office locations are based in Gainesville, Ocala and Melbourne, FL.Company DescriptionMid-Florida Heating & Air has earned its reputation as an industry leader by providing the very best heating, ventilation, and air conditioning (HVAC) products and services to Central Florida residents. Our staff has proudly served the local community’s heating and air conditioning needs since 1983, installing over 59,000 heating and air systems to homes and businesses. We are, without question, your premier service provider Office locations are based in Gainesville, Ocala and Melbourne, FL.