Airpex Cooling Heating Plumbing
A Family Business!
Benefits/Perks
Flexible Scheduling
Career Advancement Opportunities
Retirement plan
Paid time off, including vacation days, 6 holidays, and sick leave.
Job Summary:
We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, schedule appointment, process requests, escalate complaints, and provide helpful solutions that ensure a great customer service experience. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.
A positive attitude is a must!
Responsibilities:
Receive a high volume of inbound calls and emails
Identify the reason for the customer’s call, collect relevant information and provide solutions
Refer to premade scripts for a variety of customer service topics
Use best practices in customer service techniques to develop rapport and build relationships with customers
Meet personal and team quotas
Attend trainings to maintain up-to-date skills and knowledge
Daily outbound calls to generate sales leads
Build sustainable relationships through excellent interactive communication
Provide accurate and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
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 and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Entering work orders in the system
Dispatch/scheduling service jobs for technicians
Printing, filing, copying, organizing paperwork
Following up with customer after every job and offering other services
Processing permits for job
Ability to work independently or as part of a Team.
Qualifications
High school diploma/GED
Previous experience as a Customer Service Representative or in a similar role is preferred
Comfortable using computers and customer management software
Excellent phone and verbal communication skills
Understanding of active listening techniques
Ability to work well under pressure
Highly organized with the ability to prioritize projects and manage time effectively
Customer orientation and ability to adapt/respond to different types of characters
2 years or more experience in home service field preferred
2 years of sales experience preferred
Excellent typing skills
Service Titan a Plus!