Experienced HVAC CSR

The Customer Care Representative will report directly to the Customer Care Manager. Action
Furnace Customer Care Representative’s serve our customers by providing product and
service information and when necessary, resolving product and service problems. In being
knowledgeable of both the products and services Action Furnace provides, Customer Care
Representative’s are encouraged to up-sell products and services in relation to ones the
customers are asking about.

Schedule Customer Appointments
• Schedule customers in for service, maintenance, and sales appointments
• Maintain customer records by updating account information
Customer Experience
• Work through and answer product or service questions
• Provide peace of mind to the customer by educating them on the services we offer
Office Support
• Assisting with the gift card program
• Arranging for customers to receive invoices and club membership information via mail
Memberships
• Responsible for calling club members when services are due
• Selling and/or cancelling of memberships as requested by the customer

Must Haves:
Interpersonal Skills – warm and friendly and when speaking to customer; demonstrate
empathy when dealing with unhappy customers; and can influence
Communication – strong internal and external communication skills, both written and oral;
demonstrated when communicating with staff and customers
Computer skills – have working knowledge of Microsoft software ie: Outlook, Word, Excel, etc
Own computer with access to Windows 10, Google Chrome and an active antivirus, extra monitor, headset with microphone, keyboard and mouse.

Assets:
HVAC trade experience
Previous Customer Service Experience
Call Centre Experience

Values:
Commitment to teaching and learning – Demonstrates ownership of work, ability to help
others by encouraging, motivating, and coaching
Integrity – Demonstrates ability to follow through on commitments. Do the right thing.
Embrace change – Demonstrates a “can do” mentality and takes on an assertive approach to
welcoming changes set out by the leadership team.
Team Player – Ability to work collaboratively with others to achieve company objectives