Job Title: HVAC Customer Service Representative Work Hours: Normal Hours: 8:00AM to 5:00PM Monday-Friday or as necessary Job Summary: Processes service requests, prepares paperwork for escalated calls…

• Job Title: HVAC Customer Service Representative
• Work Hours: Normal Hours: 8:00AM to 5:00PM Monday-Friday or as necessary
• Job Summary:
  • Processes service requests, prepares paperwork for escalated calls, and fulfills customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within call center environment.
• Job Duties:
  • Provide Fast Friendly and Fun customer service to both internal and external customers
  • Answer incoming calls related service, billing, and other departments
  • Schedule service/estimate appointments in a timely manner
  • Make outbound calls to book, confirm, and survey upcoming or completed appointments
  • Manage customer concerns and work to resolve them efficiently and effectively
  • Other assigned duties as directed by management
  • Help less experienced representatives understand our Brand, Policy and procedures
• Job Requirements
  • Education and Experience
    • High school diploma or equivalent
    • 2-5 year experience in a customer service environment
    • Intermediate knowledge of standard concepts, practices, and procedures within HVAC.
  • Key Competencies
    • Honesty and integrity
    • Excellent customer service skills
    • Ability 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
    • Basic knowledge of Microsoft Office applications (Outlook, Excel, Word)
    • Advanced Knowledge of Successware21 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.