Job Description
Job Description
Black Lion Heating and Air Conditioning in Kirkland is seeking a Customer Service Representative to join out team!
Position : Customer Service Representative
Location : Kirkland, WA
Shift : Monday - Friday, 7 : 30AM - 4 : 00PM
Compensation : $22 - $27 / hr (DOE)
Benefits : Health, Vision, and Dental Insurance, Voluntary Life and AD&D, 401k, PTO
Customer Service Representative Position Summary :
The Customer Service Representative will deliver the highest level of quality service to our customers, resolve grievances, and recommend solutions.
What You'll Be Doing :
Acknowledge, confirm, enter, process, and monitor customer orders.
Provide frequent order status updates to customers and sales representatives.
Provide customer support electronically or by phone in a timely and accurate manner.
Establish and maintain accurate account details for customers.
Process returns, including warranty claims, for customers.
Deescalate and handle customer complaints.
Answer incoming service calls in the order that they were received.
Contact customers to schedule timeframes for our technicians to service their equipment.
Perform outbound calls with existing customers.
Create service tickets and schedule appointments accurately.
Review customer account information.
Interact with customers via phone, email, online chat, or in person to provide support and information on products or services.
Collects and enters orders for new or additional products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Ensures appropriate actions are taken to resolve customer problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Other duties as assigned.
HVAC
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