CUSTOMER SUPPORT SPECIALIST

Essential Duties and Responsibilities

• Portraying a positive company image and engaging in professional and friendly communications with customers
• Manage/Assist in the continued improvement of the AI customer service software
• 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

Success Factors and Performance Indicators

• Call Counts
• Tech Utilization
• Call Booking %
• Customer Satisfaction
• Minimum Qualifications
• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
• Self-starter with excellent interpersonal and communication skills with a talent for customer service
• Able to read and interpret documents such as procedure manuals, work instructions, software manuals; able to write routine reports and correspondence
• Experience with working in a CRM and/or AI Customer interface system
• Able to time manage, set timeline goals and prioritize tasks
• Able 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

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