CSR - Customer Service Representative/Dispatcher

Our Customer Service Representative will provide product/services information and resolve emerging problems that our customer accounts might face with accuracy and efficiency. A CSR is typically- patient, empathetic, communicative, detail oriented and is well organized. A CSR is able to keep composure during our peak seasons.

A Customer Service Representatives can put themselves in our customers’ shoes and advocate for them when necessary. They are confident at troubleshooting and investigative if the customer is not giving/know enough information to resolve customer concerns. The target is to ensure excellent service, respond and communicate efficiently with customers, office staff, technicians and install department.

Responsibilities

Manage large amounts of incoming calls

Cold call past customers to generate calls

Comfortable using CRM and Phone system

Can handle scheduling and dispatching a team of HVAC technicians

On call Rotation schedule

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

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, file documents, and update customer information

Skills

Customer service experience

Strong phone contact handling skills and active listening

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

Detail oriented

Punctual

Service Titan Experience

Previous HVAC CSR/Dispatch experience a Plus but not required

Pay is dependent on Skills and experience

Job Type: Full-time

Pay: Up to $22.00 per hour

Expected hours: 10 – 40 per week

Schedule:

Work Location: In person