Customer Service Representative

About the role

We are a full-service mechanical contractor providing customers in the commercial, residential, and industrial sectors with innovative, energy-efficient heating and air conditioning services, automation and controls, industrial piping, new construction design and installation, and maintenance and replacement services. A Customer Service Representative will act as a liaison, provide product/services information and resolve emerging problems that our customer accounts might face with accuracy and efficiency. 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
• 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
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

Requirements

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma or higher

Physical Demands

• Regularly spend long hours sitting and using office equipment and computers
• Regularly use hands and fingers to handle, control or feel objects tools or controls
• Regularly repeat the same movements when entering data
• Regularly speak clearly so listeners can understand