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.