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Customer Service Representative
1 month ago
Customer Service Representative - HVAC Company
Position Title: Customer Service Representative
Department: Customer Service
Reports To: Customer Service Manager
Location: North Augusta, SC
Employment Type: Full-Time
Position Overview:
Our growing HVAC company is seeking a motivated and detail-oriented Customer Service Representative to join our team. The ideal candidate will be the first point of contact for our customers and will play a crucial role in ensuring customer satisfaction and retention. You will be responsible for handling inquiries, scheduling appointments, and providing information about our HVAC services. If you are a problem solver with a passion for providing excellent customer service, we want to hear from you
Key Responsibilities:
1. Customer Interaction:
- Answer and manage incoming calls, emails, and online inquiries from customers in a professional and courteous manner.
- Listen to customer concerns and provide appropriate solutions or escalate issues when necessary.
2. Appointment Scheduling:
- Schedule service appointments for customers based on their needs and our technicians' availability.
- Confirm appointments and send reminders to both customers and technicians.
3. Information Management:
- Maintain accurate records of customer interactions, service requests, and appointments in our Customer Relations Management system.
- Update customer accounts and track service histories.
4. Service Coordination:
- Coordinate with the HVAC technicians and other departments to ensure timely service delivery.
- Follow up with customers post-service to ensure satisfaction and address any additional needs or issues.
5. Sales Support:
- Provide information about our HVAC products and services to prospective customers.
- Assist with basic sales inquiries and generate leads for the sales team.
6. Administrative Tasks:
- Perform various administrative duties such as data entry, filing, and documentation.
- Assist in preparing reports and customer insights for management.
Qualifications:
Education: High school diploma or equivalent; additional coursework in customer service or similar field is a plus.
Experience: At least 1 year of experience in a customer service role (preferred), preferably within the HVAC or a related industry.
Skills:
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Familiarity with Customer Relationship Management systems and practices.
- Ability to work independently and as part of a team.
Personal Attributes:
- Customer-Oriented: A genuine desire to help and solve problems for customers.
- Detail-Oriented: High attention to detail and accuracy.
- Problem-Solver: Ability to think critically and find effective solutions.
- Positive Attitude: Friendly, energetic, and capable of maintaining a positive disposition even during challenging situations.
What We Offer:
- Competitive salary.
- 401k and Wellness Plan Available
- Opportunities for professional development and advancement.
- A supportive and dynamic work environment.
- Comprehensive training in our HVAC services and products.
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