Customer Service Representative

Job Description

Job Description

Choate's Air Conditioning and Heating, Inc. ("Choate's") is looking for an experienced Customer Service Representative ("CSR") to answer and book customer call requests.

The CSR will be responsible for booking leads for one or more of Choate's departments and answering customer and vendor inquiries.

The CSR will be expected to interact with customers and employees via telephone, electronically and / or face to face. The CSR will be responsible for providing and processing information in response to customer inquiries, customer concerns and any requests regarding Choate's products and / or services.

The CSR will also be responsible for interacting with Choate's employees in order to schedule and coordinate services and troubleshoot problems.

The CSR will report directly to the Customer Service Manager.

Pay Scale : Hourly - TBD based on experience

Benefits : Health insurance, vision, dental, supplemental health insurance, Simple IRA with company matching, paid vacation, life insurance (all after applicable waiting periods and subject to premium and maximum contributions)

Work Hours : Various shifts - Monday through Friday (some nights / weekends). Hours may vary depending on season and calls

Reports to : Customer Service Manager

Main Job Tasks and Responsibilities

• Directly interact with customers either by telephone, electronically or face to face;
• Respond promptly to customer inquiries;
• Resolve customer complaints;
• Provide pricing information;
• Schedule and book Choate's services;
• Setup, maintain and update customer files;
• Process orders, forms, applications and requests;
• Direct unresolved issues to management;
• Maintain records of daily customer interactions and transactions, including but not limited to job inquiries, comments and / or complaints;
• Communicate and coordinate with internal departments, including but not limited to the Install Department, the Plumbing Department, the HVAC Service Department, the Duct Cleaning Department, the Accounting Department, the Human Resources Department, the PCA Department and the Assistant and General Manager;
• Follow up with customers by telephone and / or electronically regarding customer interactions and incomplete and completed service calls and / or installations;
• Participate in teambuilding exercises, team meetings and required training events;
• Take and relay messages for Choate's employees;
• Interact with and direct vendor inquiries to the appropriate internal department;
• Clean and maintain the office area as directed by Manager;

Create dispatch tickets for service calls; and

Any other duties as assigned.

Required Qualifications

GED or HS Diploma;

One year of customer service experience.

Preferred Qualifications

College degree;

Three years of customer service experience.

Competencies

Ability to Multitask

Articulate

Timely

Goal Oriented

Team player

Special Duties

Must learn any software utilized by Choate's.

Must secure and maintain any licenses, clearances, passes or other identification requested by Choate's and necessary for performing Choate's work.

Physical Requirements / ADA

Applicant must be able to sit for an extended time. Applicant must be able to hear and see. Applicant must be able to lift up to 25 pounds.

Work is mostly performed in a comfortable indoor facility. Applicant will experience some interruptions and occasional exposure to demands and pressures from persons other than his / her immediate supervisor.

The position frequently requires sitting, handling objects with hands, standing, walking, reaching, talking, hearing, typing and staring at computer screens.

Vision requirements : Ability to see information in print and / or electronically.

Supervisory Responsibilities

NONE

BACKGROUND CHECK PERFORMED, DRUG TEST AND REFERENCES REQUIRED