Customer Service Representative

4 days ago


Valencia, California, United States CastleWorks Water Heaters Full time
Job Opportunity:
A full-time position as a Customer Service Representative is available at CastleWorks Water Heaters. This role requires an energetic professional dedicated to providing excellent customer service in a fast-paced call center environment.

We are seeking an individual who can manage multiple priorities, make sound business decisions, and maintain a positive, professional attitude. The ideal candidate will have one to two years of Call Center experience, preferably with HVAC knowledge.

This position offers a competitive salary range of $20.00 - $25.00 per hour, depending on experience. If you are a team player with strong communication skills and a passion for delivering exceptional customer experiences, we encourage you to apply.

Responsibilities:
- Answer incoming calls from customers related to service, billing, and other departments promptly.
- Make warm outbound calls to schedule, confirm, and survey upcoming or completed appointments.
- Manage customer concerns to maintain a positive customer relationship.
- Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts.
- Maintain a positive, professional, optimistic attitude in the workplace.
- Check voice mail messages from the after-hours answering service.
- Review the dispatch board with the dispatcher(s).
- Call customers from the non-emergency after-hours service to schedule appointments.
- Confirm all scheduled appointments with customers throughout the day.
- Accurately gather all necessary customer information.
- Provide recommendations for service and maintenance contracts as appropriate.
- Assist other departments as needed and perform other duties as assigned.

Requirements:
- One to two years of Call Center experience; HVAC experience is a plus.
- Ability to manage multiple priorities within a fast-paced environment.
- Strong judgment skills to make sound business decisions.
- Solid computer skills.
- Experience with Service Titan is a plus.
- Highly detailed and organized.
- Geographical knowledge of service areas or map reading skills are a plus.
- Dependable.
- Adaptable - enjoys work that requires frequent shifts in direction.
- Achievement-oriented - enjoys taking on challenges.
- Stress tolerance- thrives in a high-pressure environment.

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