Customer Service Representative - HVAC Company

Position Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

Location: North Augusta, SC

Employment Type: Full-Time

Position Overview:

Our growing HVAC company is seeking a motivated and detail-oriented Customer Service Representative to join our team. The ideal candidate will be the first point of contact for our customers and will play a crucial role in ensuring customer satisfaction and retention. You will be responsible for handling inquiries, scheduling appointments, and providing information about our HVAC services. If you are a problem solver with a passion for providing excellent customer service, we want to hear from you!

Key Responsibilities:

Customer Interaction:

Answer and manage incoming calls, emails, and online inquiries from customers in a professional and courteous manner.
Listen to customer concerns and provide appropriate solutions or escalate issues when necessary.

Appointment Scheduling:

Schedule service appointments for customers based on their needs and our technicians' availability.
Confirm appointments and send reminders to both customers and technicians.

Information Management:

Maintain accurate records of customer interactions, service requests, and appointments in our Customer Relations Management system.
Update customer accounts and track service histories.

Service Coordination:

Coordinate with the HVAC technicians and other departments to ensure timely service delivery.
Follow up with customers post-service to ensure satisfaction and address any additional needs or issues.

Sales Support:

Provide information about our HVAC products and services to prospective customers.
Assist with basic sales inquiries and generate leads for the sales team.

Administrative Tasks:

Perform various administrative duties such as data entry, filing, and documentation.
Assist in preparing reports and customer insights for management.

Qualifications:

Education: High school diploma or equivalent; additional coursework in customer service or similar field is a plus.

Experience: At least 1 year of experience in a customer service role (preferred), preferably within the HVAC or a related industry.

Skills:

Strong verbal and written communication skills.
Excellent organizational and multitasking abilities.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Familiarity with Customer Relationship Management systems and practices.
Ability to work independently and as part of a team.

Personal Attributes:

Customer-Oriented: A genuine desire to help and solve problems for customers.
Detail-Oriented: High attention to detail and accuracy.
Problem-Solver: Ability to think critically and find effective solutions.
Positive Attitude: Friendly, energetic, and capable of maintaining a positive disposition even during challenging situations.

What We Offer:

Competitive salary.
401k and Wellness Plan Available
Opportunities for professional development and advancement.
A supportive and dynamic work environment.
Comprehensive training in our HVAC services and products.

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Customer Service Representative (HVAC Company)