CSR - Customer Service Representative

Job Summary:

The Customer Service Representative (CSR) is the primary point of contact between Rogers Heating & Cooling and its customers. Your primary responsibilities include addressing customer inquiries, resolving issues, and providing accurate information about products or services. You will handle customer interactions through various channels such as phone and email ensuring a high level of satisfaction and fostering positive relationships.

Key Responsibilities:

· Answers phones in a cheerful and professional and professional manner.

· Promptly alerts management to any customer complaints or concerns.

· Respond promptly and professionally to customer inquiries.

· Assists customers with service information, and scheduling service dates.

· Checks and follows leads (Trane, Generac, Lowes) daily.

· Provides information directly to the Dispatcher to ensure the timely dispatching of a Field Tech to the job site.

· Places reminder calls for upcoming service and installation appointments as well as “Happy Calls” (customer follow ups) on a regular basis.

· Process returned customer surveys.

· Complete warranty registration from the paperwork provided by the dispatcher.

· Successfully meet Comfort Club sales goals, call volume target goals, “Happy Call” completion goals, and Google Review goals.

· Process payments.

· Handles the needs of walk-in customers.

· Prepare and provide to the OCM daily reports on quotes that need to be completed, and weekly reports on call volume and type, and referrals.

· Enter relevant data into the appropriate company software systems and Microsoft Office programs.

· Help with marketing activities as needed.

· Attend in-person and online training sessions throughout the year.

· Maintain a clean and organized workspace.

· Train and act as a Dispatcher when they are unavailable or out of office.

Required Skills/Abilities:

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Excellent sales and customer service skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Ability to prioritize tasks.

· Ability to function well in a high-paced and at times stressful environment.

· Basic understanding of computer systems.

· Operate office equipment such as copiers and fax machines.

· Proficient with Microsoft Office Suite or related software.

· Ability to handle stress in a positive manner.

Education and Experience:

High school diploma or equivalent.

At least two years of related experience is required. Preferably in a high-volume call center environment.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: $15.00 - $25.00 per hour

Benefits:

- Dental insurance

- Health insurance

- Paid time off

- Professional development assistance

- Referral program

- Vision insurance

Work Location: In person