Customer Service Representative
4 days ago
At Ultimate Heating and Air, with over 30 years of excellence in the HVAC industry, you'll join a supportive, close-knit team where your contributions are valued, and growth opportunities abound. We're committed to fostering your success and providing a work environment that prioritizes professional development, recognition, and a strong sense of teamwork.
What We Offer
Competitive Compensation & Benefits:
- 401(k) match
- Health, dental, and vision insurance
- Health Savings Account (HSA)
- Paid time off (PTO) and paid holidays
- Employee Assistance Program (EAP)
- Referral program
- Technical, customer service, and safety training (including CPR certification)
- Vendor-sponsored certifications
- Leadership development opportunities
- Flexible time-off requests with 48 hours' notice
- Employee recognition programs
Job Purpose:
Deliver outstanding customer service by assisting clients with inquiries, scheduling, and follow-ups. Represent Ultimate Heating and Air as a key contact point for customer satisfaction, while ensuring service technicians are effectively supported.
Key Responsibilities:
- Answer customer calls and respond to inquiries with professionalism and efficiency.
- Schedule service appointments and coordinate dispatching for service technicians.
- Maintain detailed records of customer interactions, service requests, and resolutions.
- Communicate effectively with service technicians to ensure timely and accurate service delivery.
- Assist with follow-ups, including confirming appointments and addressing customer feedback.
- Manage customer accounts, update contact information, and process payments.
- Resolve customer concerns promptly, ensuring a positive resolution and satisfaction.
- Monitor and adhere to call center performance metrics, including response time, resolution time, and customer satisfaction scores.
- Prior or a related field.
- Proficiency with Service Titan software is a must.
- Familiarity with call center operations and understanding of metrics (e.g., call handling time, customer satisfaction) is a plus.
- Excellent verbal and written communication skills.
- Ability to handle multiple tasks in a fast-paced environment.
- Strong problem-solving skills and a customer-focused mindset.
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Positive, professional demeanor and willingness to adapt to team needs.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- 8 hour shift
- Day shift
Work Location: In person
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