Customer Service Representative

We are a growing HVAC company seeking a full-time Customer Service Representative. A customer service representative, or CSR, will provide service information, book appointments, and help resolve any emerging problems our customers might face accurately and efficiently. The best CSRs are genuinely excited to help customers. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities

Manage large amounts of incoming calls
Schedule appointments in Service Titan
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call-handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers
*Service Titan experience is a huge plus!