Job Title:

HVAC Customer Service Representative

Work Hours: Normal Hours:

8:00 AM to 5:00 PM 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 the call center environment.

Job Duties:
  • Provide Fast Friendly and Fun customer service to both internal and external customers
  • Answer incoming calls related to service, billing, and other departments
  • Schedule service/estimate appointments promptly
  • 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 years 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 is a plus
    • Excellent written and verbal communication skills

    Physical Requirements

    • Must be able to sit for long periods
    • Must be able to work varying shifts including days, nights, and weekends.

    Applicants are subject to a new hire drug screen. We are a Drug-Free Workplace.

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