Customer Service Representative Call Taker
4 weeks ago
Customer Service Representative Role Overview
Aztil Air Conditioning is seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative. The CSR will play a pivotal role in ensuring exceptional customer service experiences by handling inquiries, resolving issues, and providing information to our valued clients.
Key Responsibilities:
- Customer Interaction: Communicate with customers via phone, chat, or email to address inquiries, provide information about products/services, and resolve concerns or complaints promptly and professionally.
- Appointment Scheduling: Coordinate and schedule service appointments for technicians based on customer needs, ensuring efficient allocation of resources and timely service delivery.
- Order Processing: Assist customers in placing orders, processing payments, and maintaining accurate records of transactions in the company's database.
- Problem Resolution: Identify and troubleshoot customer issues or technical problems, working closely with relevant departments to find satisfactory resolutions.
- Product Knowledge: Develop a comprehensive understanding of Aztil Air Conditioning's products, services, pricing, and promotional offers to assist customers and promote company offerings effectively.
- Documentation and Reporting: Maintain detailed and accurate records of customer interactions, service requests, and relevant information. Generate reports as necessary to track customer trends and preferences.
- Follow-Up: Conduct follow-up communication with customers to ensure satisfaction after service completion, seeking feedback and addressing any additional needs or concerns.
- Team Collaboration: Collaborate with other departments, such as sales and technical teams, to ensure a seamless customer experience and relay relevant feedback for continuous improvement.
- Adherence to Policies: Adhere to company policies, procedures, and service standards while delivering exceptional customer service.
Requirements:
- High school diploma or equivalent
- Bilingual preferred - Fluent in English and Spanish
- Previous experience in a customer service role or related field is advantageous
- Excellent communication skills (verbal and written) with a customer-centric approach
- Strong problem-solving abilities and the capacity to handle challenging situations calmly and professionally
- Proficiency in using computer systems and common office software
- Ability to multitask and prioritize tasks efficiently in a fast-paced environment
- A positive attitude, strong work ethic, and a commitment to teamwork
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