Job Overview: We are seeking a dedicated and professional Customer Service Representative (CSR) to join our HVAC team. The ideal candidate will provide excellent customer service, handle service inquiries, and ensure the efficient scheduling of HVAC services. This role involves interacting with both new and existing customers, answering questions, resolving issues, and ensuring a positive experience with our HVAC services.
Key Responsibilities:
1. Answer inbound customer calls and respond to inquiries related to HVAC services, products, and pricing.
2. Schedule service appointments and installations for HVAC systems, ensuring timely and accurate bookings.
3. Provide information to customers about HVAC systems, services, and maintenance agreements.
4. Address customer complaints and concerns in a professional and efficient manner, ensuring customer satisfaction.
5. Coordinate with technicians, installers, and sales teams to ensure smooth service delivery.
6. Maintain accurate customer records, including contact details, service history, and equipment data, using CRM software.
7. Process service requests, track progress, and ensure completion within the agreed timeline.
8. Follow up with customers after services or installations to ensure satisfaction and build long-term relationships.
9. Support sales efforts by upselling maintenance plans and services during customer interactions.
10. Assist in the creation and updating of service schedules, ensuring efficient use of company resources.
11. Handle warranty claims and returns in accordance with company policy.
12. Keep up-to-date with HVAC product knowledge, industry standards, and company promotions.
Required Skills and Qualifications:
1. Previous experience in customer service, preferably in an HVAC, home improvement, or related field.
2. Strong communication skills, both written and verbal.
3. Excellent problem-solving abilities and the ability to remain calm under pressure.
4. Ability to multi-task, prioritize tasks, and manage time effectively.
5. Proficiency in using CRM software, scheduling tools, and Microsoft Office Suite.
6. Strong attention to detail and organizational skills.
7. Ability to work independently as well as part of a team.
8. Positive, customer-focused attitude with a passion for helping others.
Preferred Qualifications:
1. Basic knowledge of HVAC systems and terminology.
2. Experience with scheduling, dispatching, or coordinating services.
3. Knowledge of HVAC products, services, and maintenance practices.
4. High school diploma or equivalent (College degree preferred).
Benefits:
1. Competitive hourly wage and performance-based incentives.
2. Health, dental, and vision insurance.
3. Paid time off and holidays.
4. Training and career advancement opportunities.
5. Employee discounts on HVAC services and products.
6.This job description emphasizes the key responsibilities and skills needed for a CSR in the HVAC industry, helping ensure that the right candidates are attracted to the role. It can also be customized to match the specific needs and culture of your company.