Customer Service Representative (HVAC Company)

Job Description

Job Description

Customer Service Representative - HVAC Company

Position Title : Customer Service Representative

Department : Customer Service

Reports To : Customer Service Manager

Location : North Augusta, SC

Employment Type : Full-Time

Position Overview :

Our growing HVAC company is seeking a motivated and detail-oriented Customer Service Representative to join our team. The ideal candidate will be the first point of contact for our customers and will play a crucial role in ensuring customer satisfaction and retention.

You will be responsible for handling inquiries, scheduling appointments, and providing information about our HVAC services.

If you are a problem solver with a passion for providing excellent customer service, we want to hear from you!

Key Responsibilities :

1. Customer Interaction :

• Answer and manage incoming calls, emails, and online inquiries from customers in a professional and courteous manner.
• Listen to customer concerns and provide appropriate solutions or escalate issues when necessary.

2. Appointment Scheduling :

• Schedule service appointments for customers based on their needs and our technicians' availability.
• Confirm appointments and send reminders to both customers and technicians.

3. Information Management :

• Maintain accurate records of customer interactions, service requests, and appointments in our Customer Relations Management system.
• Update customer accounts and track service histories.

4. Service Coordination :

• Coordinate with the HVAC technicians and other departments to ensure timely service delivery.
• Follow up with customers post-service to ensure satisfaction and address any additional needs or issues.

5. Sales Support :

• Provide information about our HVAC products and services to prospective customers.
• Assist with basic sales inquiries and generate leads for the sales team.

6. Administrative Tasks :

• Perform various administrative duties such as data entry, filing, and documentation.
• Assist in preparing reports and customer insights for management.

Qualifications :

Education : High school diploma or equivalent; additional coursework in customer service or similar field is a plus.

Experience : At least 1 year of experience in a customer service role (preferred), preferably within the HVAC or a related industry.

Skills :

• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with Customer Relationship Management systems and practices.
• Ability to work independently and as part of a team.

Personal Attributes :

• Customer-Oriented : A genuine desire to help and solve problems for customers.
• Detail-Oriented : High attention to detail and accuracy.
• Problem-Solver : Ability to think critically and find effective solutions.
• Positive Attitude : Friendly, energetic, and capable of maintaining a positive disposition even during challenging situations.

What We Offer :

• Competitive salary.
• 401k and Wellness Plan Available
• Opportunities for professional development and advancement.
• A supportive and dynamic work environment.
• Comprehensive training in our HVAC services and products.
30+ days ago