CUSTOMER SERVICE REPRESENTATIVE

Smith and Keene has earned its reputation as an industry leader by providing the very best heating, ventilation, and air conditioning (HVAC) products and services. We have been serving the Hampton Road region for more than 75 years. Come join a winning team and be part of something special where people are valued, and success is built on a strong, positive culture!

About the role

We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The Customer Service Representative is responsible for interfacing with customers in both in-person, phone, and email interactions. You will develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Responsibilities

• Portray a positive company image and engage in professional and friendly communications with customers
• Process orders by mail, telephone, fax, email, or other employees
• Actively listen to customer needs and inquiries to determine appropriate service actions
• Assist colleagues and other employees with administrative duties
• Serve as the cashier, answer telephones, handle cashier transactions, and perform other clerical duties
• Refer customer questions regarding products or services to the appropriate person
• Establish and maintain customer profiles and prepare required documentation
• Perform accurate company-required recordkeeping
• Correspond with third-party providers to obtain payments efficiently and correctly
• Resolve customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Inform customers of prices, scheduled work dates, anticipated delays, and any additional information needed; record or file a copy of the order received
• Follow up on orders to ensure successful completion of work by specified dates
• Prepare receipts and shipping documents
• Perform other duties as assigned

Requirements

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fast-paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills and a talent for customer service
• Ability to read and interpret documents such as procedure manuals, work instructions, and software manuals; ability to write routine reports and correspondence
• Ability to time manage, set timeline goals, and prioritize tasks
• Ability to work independently and exercise sound judgment and problem-solving
• Excellent oral/written communication skills
• Proficiency with computers
• Ability to work in a team environment and take direction from management and supervisors
• (Desired) HVAC industry-specific experience

Skills

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

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Professional development assistance
• Vision insurance

Pay

Compensation includes on-call bonuses and membership sales bonuses.

Schedule

• Day Shift (Required)
• Full-Time

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Regularly required to talk and listen
• Frequently required to use hands or fingers, handle or feel objects, tools, or controls
• Frequently required to stand, walk, sit, and reach with hands and arms
• Occasionally required to lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus

Work Environment: The noise level is typically low to moderate. The workplace is an environmentally controlled office.