Contact Service Representative

About the role

Jazz Home Services is a top-notch Northern California contractor focused on providing significant value to our residential customers. We’ve been in business for 30+ years, and our growth continues due to our excellent reputation and company culture. We treat our teams like family, which enables them to treat our customers with the same respect. We’re always looking for people who are self-motivated, customer-focused, and love helping people to be part of improving lives every day.

Responsibilities

• Respond to customer inquiries via phone or email in a timely and professional manner.
• Provide accurate information about HVAC products, services, warranties, and company policies.
• Assist customers with placing orders, scheduling appointments, and processing returns or exchanges.
• Handle and resolve customer complaints and issues efficiently and effectively.
• Escalate complex issues to the appropriate department or manager when necessary.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
• Offer basic technical support and troubleshooting assistance for HVAC products.
• Guide customers through installation and maintenance procedures for HVAC systems.
• Coordinate with technical support teams for advanced troubleshooting and service calls.
• Ensure the accurate processing of customer orders and their timely fulfillment.
• Monitor order status and communicate updates to customers.
• Manage and update customer accounts and records in the CRM system.
• Provide customers with information about promotions, discounts, and new products.

Requirements

• Minimum of 1-2 years of experience in customer service, preferably in the HVAC industry.
• Familiarity with HVAC systems and terminology is highly desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Proficient in using customer service software and CRM systems.
• Ability to multitask and manage time effectively.
• Positive attitude and a strong commitment to customer satisfaction.
• Ability to work in a fast-paced environment.
• Willingness to learn and adapt to new technologies and procedures.

Physical Demands

• Must be able to remain in a stationary position for 50% of the time.
• May be required to bend, climb (stairs or ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run.
• May be required to drive and sit for long periods of time.
• May be required to maneuver up to 25 lb. by lifting, carrying, or pushing.

Pay

The starting rate for this opportunity ranges from $18 to $22 per hour plus bonuses, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance