CUSTOMER SERVICE REPRESENTATIVE

About the role

The Customer Service Representative is responsible for interfacing with customers in both in-person, phone, and e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Responsibilities

• Portraying a positive company image and engaging in professional and friendly communications with customers
• Processing orders by mail, telephone, fax, email, or other employees
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Serving as the cashier and being primarily responsible for answering telephones, handling cashier transactions, and performing other clerical duties
• Referring any customer questions regarding products or services to the appropriate person
• Establishing and maintaining customer profiles and preparing required documentation
• Performing accurate company-required recordkeeping
• Efficiently and correctly corresponding with third-party providers to obtain payments
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received
• Following-up on orders to ensure successful completion of work by specified dates
• Preparing receipts and shipping documents
• Performing other duties as assigned

Requirements

Essential qualifications include a high school diploma or equivalent, prior experience with the public (customers) in a fast-paced environment, and prior experience as a cashier. Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service. Must have the ability to read and interpret documents, write routine reports and correspondence, time manage, set timeline goals and prioritize tasks, work independently, exercise sound judgment and problem-solving, and communicate effectively orally and in writing. Proficiency with computers and the ability to work in a team environment and take direction from management and supervisors are also desired. HVAC industry-specific experience is preferred.

Success Factors and Performance Indicators

• Call Counts
• Tech Utilization
• Call Booking %
• Customer Satisfaction
• Minimum Qualifications

Physical Demands and Work Environment

• Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
• The workplace is an environmentally controlled office.
• The noise level is typically low to moderate.