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Customer Service Representitive
3 months ago
Lead, Innovate, and Grow with Us at Comfort Systems of Montana Are you ready to be at the heart of transformation? Comfort Systems of Montana is on the hunt for a standout HVAC CSR who’s not just looking for a job, but a mission. A mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians as we undergo tremendous growth and expansion This isn’t just a role; it’s your stage to foster exceptional service standards for both residential and commercial clients, embodying our mission to set the HVAC standard through cutting-edge solutions and unwavering commitment to customer service excellence.
ABOUT US
Since 1999, Comfort Systems of Montana has served Bozeman, Montana and the surrounding communities. We are a veteran-owned and local family business with a phenomenal team of licensed professionals that design, install and service residential and commercial heating and cooling systems. We stand on performance and value, which is why our systems are efficient, reliable, affordable and we can guarantee satisfaction every time. If you want to be part of something bigger than just a job - make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct impact on the success of the company. We believe in the power of growth, not just for our business, but for every individual that joins us because we know that we can only reach the stars when we lift each other up. If you’re ready to lead, inspire, and make a real difference, your opportunity is here Let’s grow and win together, creating a future that's as bright as your ambition.
KEY RESPONSIBILITIES INCLUDE
Customer Interaction Management:
- Serve as the primary point of contact for all customer inquiries and concerns.
- Ensure effective communication between customers and the service/installation teams.
- Enhance customer satisfaction by providing timely and accurate responses to service requests and issues.
Team Leadership and Staff Development:
- Manage and supervise the customer service team to ensure they are delivering high-quality service.
- Train new team members on customer service protocols and the specifics of Service Titan software.
- Conduct regular performance reviews and provide coaching to improve team effectiveness.
Scheduling and Dispatch:
- Utilize CRM Service Titan to manage appointment scheduling and dispatch of technicians for both routine services and emergency calls.
- Optimize routes and schedules to improve efficiency and reduce wait times for customers.
Data Management and Reporting:
- Use Service Titan to track and analyze customer interactions, service outcomes, and team performance metrics.
- Generate reports to inform management about trends, performance against targets, and areas for improvement.
Issue Resolution and Escalation:
- Resolve complex customer service issues and complaints, ensuring all problems are addressed promptly and satisfactorily.
- Escalate unresolved issues to higher-level management or technical experts as needed.
Quality Control and Process Improvement:
- Regularly review customer feedback and service performance to identify areas for process enhancement.
- Implement process improvements to streamline operations, enhance customer service, and reduce costs.
Customer Retention and Relationship Building:
- Develop strategies to increase customer loyalty and retention.
- Build strong relationships with key customers, identifying opportunities for additional services or products.
Collaboration and Integration:
- Work closely with other departments (such as technical support, sales, and billing) to ensure a seamless customer experience.
- Ensure that the customer service team is fully integrated with other business operations, leveraging Service Titan's capabilities for maximum impact.
EDUCATION & EXPERIENCE:
- 5 years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience is preferred.
- Knowledge of the industry is recommended but not required, High school diploma or general education degree, (GED).
- Proficient computer skills are required.
- Advanced level knowledge of computer and software technologies, such as iOS, Windows OS, CRM Software, Service Titan, Office 365, Word, and Excel.
CANDIDATE PROFILE:
- A self-starting highly motivated and goal-oriented individual.
- Excellent attention to detail with emphasis placed on quality.
- Very organized with a systematic approach to achieving accuracy and efficiency.
- Well-developed interpersonal skills
- Professionally and technically competent
- Confident, assertive, ethical, and ambitious
- Analytical with the ability to examine issues from multiple viewpoints while multitasking.
- Team player- works well with others.
- CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.
BENEFITS & CULTURE:
- $20-$25 hourly plus commissions and performance bonuses
- On-going training and personal development
- Health Plan
- Dental Plan
- Vision Service Plan
- 401K Plan
- Opportunity for advancement
- Mentorship with emphasis on personal, professional, and financial goals
- Paid Time Off (Vacation, Sick Days, Personal Days)
- Our family of employees participate in hunting trips, camping trips, BBQ’s and other fun activities throughout the year.
OUR MISSION
Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.
OUR VISION
Creating opportunities for our employees and communities through building $500 million HVAC empire.
OUR CORE VALUES
Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves, we show up to make our team more impactful, create the best solutions for our customers and to chase our potential.
Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day in order to continue learning and growing.
Accountable: We hold ourselves and our teams accountable to their goals because we know that true growth doesn't happen by accident. Extreme accountability yields extraordinary results.
Transparent: We have big goals, and we are moving quickly. Our team has transparency into the priorities of our clients, teams, and organization to prioritize the work that gets closer to our goals.
Aligned: We only hire growth-oriented individuals because we know that our business can't grow if our people aren't growing. Then we align our business goals with every team member's personal, professional and financial goals - when our team wins, the company wins.
Results-Oriented: Results matter. Every product and customer contact that we deliver has one goal: to deliver results.
WHY JOIN US
As the Service Manager at Comfort Systems of Montana, you'll be instrumental in driving our service division to new heights, ensuring operational excellence, leading a team of dedicated professionals, and significantly contributing to the revenue growth of the department. You'll have the opportunity to be part of a team making a significant impact on our service delivery, customer satisfaction, and overall business growth, supported by a culture that values growth, teamwork, and excellence. Every employee has an opportunity to grow and earn additional income on a performance based plan Please email resumes to treasure@comfortsystemsofmt.com.
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