Illiana Heating & Air Conditioning

Part-Time CSR

Cedar Lake, IN

Part time

On-site

Construction

About This Job

About the Role: As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.

About Us: Illiana Heating & Air is a leading HVAC service provider, offering high-quality heating, air conditioning and indoor air quality solutions in Cedar Lake & surrounding areas. Our mission is to create comfortable and energy-efficient spaces through innovative and reliable services. We are currently seeking a proactive and organized Administrative Assistant/Customer Service Representative to join our growing team and help us continue providing exceptional customer service.

Key Responsibilities:

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Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.

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Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.

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Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.

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May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.

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Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.

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Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.

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Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.

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Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.

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Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.

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Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.

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Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.

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Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.

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Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

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Expected workdays will be Monday, Wednesday, Friday 8am- 5pm +(1 Saturday a month from 8am-12pm)

Qualifications:

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Previous experience in customer service, preferably in a service-oriented industry.

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Excellent communication skills, both verbal and written, with a friendly and professional demeanor.

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Strong problem-solving skills and the ability to think quickly on your feet.

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Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.

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Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.

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Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.

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Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.

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Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.

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Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.

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High school diploma or equivalent.

Why You’ll Want to Work Here:

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Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics

Performance Pay directly tied to results* – Get what you deserve Secure your financial future* – 401(k) with company match Speed and scale* – Work with a company that operates at the speed of a start up with the investment backing of institutional investors We invest in your future* – leadership training that directly results into bigger career opportunities Learn on the job* – continuous education stipends available

Legacy Service Partners (LSP) is a leading platform of residential HVAC, plumbing, and electrical service providers across the United States. Since our inception in 2021, LSP has partnered with 30+ leading local brands across 16 states, and we are rapidly expanding our footprint.

We exist to serve our Partners and fuel their success. Our role is to create unmatched growth opportunities for our brands so they can better serve their employees, their customers, and their communities. We do this by providing a wide range of world-class resources to support and enhance our local management teams. LSP is guided by three core values – winning together, performance over politics, and today not tomorrow. LSP is backed by Gridiron Capital, a private equity firm specializing in middle market facilities services companies.

Legacy Service Partners is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.