Customer Service Representative

1 week ago

Madison, Wisconsin, United States CoolSys Full time
Overview

CoolSys is a leading provider of indoor environment solutions with over 150 years of experience. Headquartered in Southern California, we offer a comprehensive range of services, including HVAC and refrigeration installations, remodels, service and maintenance, and energy solutions. Our expertise spans multiple markets, including retail, commercial, food service, educational, healthcare, and industrial.

Responsibilities

The Customer Account Representative is responsible for processing and completing open service calls for assigned customers/accounts using third-party online systems. This role requires prompt, accurate, and professional service, adhering to customer requirements and company standards.

Key Responsibilities:
  • Ensure customer service and quality of work meet customer requirements and company standards.
  • Accurately and timely enter service calls from opening to completion.
  • Manage open service calls progress and "after-the-fact" quotes to ensure completion rate in the system at 90% or over.
  • Escalate customer/account issues, problems, and exceptions to the Customer Account Manager.
  • Submit quotes and communicate service calls progress with customers in accordance with contract requirements.
  • Perform other duties as assigned, including adding and managing new customers, monitoring Service Channel notes, resolving rejected quotes and invoices, and renewing PM agreements.
Requirements

To succeed in this role, you will need:

  • A high school diploma, GED, or completion of business/office vocational training.
  • 2+ years of data entry and/or office-based customer service experience.
  • Ability to be punctual and dependable, manage multiple service calls, and balance competing priorities.
  • Excellent verbal/nonverbal and written communication skills, with a strong focus on customer service.
  • Ability to use typical business tools, including MS Word, MS Excel, Outlook, and online databases.
Work Environment

This role operates in a clean, well-lit, and climate-controlled professional office environment with minimal physical hazards and noise. The employee is regularly required to stand, sit, walk, talk, hear, and use hands and fingers to operate office equipment.

Equal Employment Opportunity

CoolSys is an EEO/AA Employer. We invite qualified individuals from diverse backgrounds to apply. Pre-employment background screening and drug testing are required for all positions.

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