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Customer Service Representative

4 months ago

Houston, United States Be Cool AC & Heating Full time

**Job Summary**

Dispatch, schedule and close out calls while processing service requests, preparing paperwork for escalated calls to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within an office environment.

**Job Duties**
- Provide Fast, Friendly and Fun customer service to both internal and external customers
- Maintain scheduled calls on the Dispatch board making sure that all calls are scheduled on appropriate technicians & update customers as needed of technicians ETA
- Answer incoming calls from customers related to service, billing, and other departments
- Make outbound calls to schedule, confirm, and survey upcoming or completed appointments
- Manage customer concerns and work to resolve them efficiently and effectively
- Help all representatives understand our brand, policies and procedures
- Help with projects and focus groups as needed
- Run reports for back of the house tracking
- Other assigned duties as directed by management
- **Education and Experience**:

- High school diploma or equivalent
- 5+ year's experience in a customer service/ dispatcher environment
- Experience using CRM or CMMS (preferred)
- Expert knowledge of concepts, practices, and procedures regarding HVAC (preferred)

**Key Competencies**
- Honesty and integrity
- Excellent customer service skills
- Ability to communicate empathy
- Critical-thinking and Problem-solving
- Detail-oriented
- Adept learner
- Able to multitask
- Proven ability to process high volumes of work with great accuracy
- Knowledge of CRM/CMMS a plus
- Excellent written and verbal communication skills

**Physical Requirements**
- Must be able to sit for long periods of time
- Must be able to work varying shifts including days, nights, and weekends
- **Pay Scale**

Pay will be based on experience and performance.

Communication method(s) used:

- Phone
- Chat

Work environment:

- WFH with some travel to 77095 area when needed

**Job Types**: Full-time, Part-time

Pay: $20.00 - $24.00 per hour

Expected hours: 20 - 30 per week

**Benefits**:

- Work from home

Experience level:

- 3 years
- 4 years
- 5 years

Weekly day range:

- Monday to Friday
- Weekends as needed

Work setting:

- Hybrid work

Application Question(s):
**Education**:

- High school or equivalent (required)

**Experience**:

- Customer Service: 5 years (preferred)
- Dispatch: 1 year (preferred)

Work Location: Hybrid remote in Houston, TX 77095