The HVAC Customer Service Representative (CSR) provides exceptional customer service by handling customer inquiries, scheduling service appointments, and managing customer accounts. The CSR serves as a key liaison between customers and the HVAC service team, ensuring customer needs are met promptly and efficiently.
Key Responsibilities:
Answer incoming calls and respond to customer inquiries in a friendly and professional manner.
Provide information about HVAC services, products, and promotions.
Address and resolve customer complaints or escalate issues to the appropriate department.
Appointment Scheduling:
Schedule and confirm service appointments for HVAC technicians.
Coordinate with the service team to ensure timely and accurate scheduling.
Maintain and update appointment calendars.
Account Management:
Create and maintain customer accounts in the company’s database.
Update customer information and service history.
Process service orders, invoices, and payments.
Communication:
Serve as a liaison between customers and HVAC technicians.
Provide technicians with accurate customer information and service requests.
Follow up with customers to ensure satisfaction with services rendered.
Administrative Duties:
Perform general office duties, such as filing, data entry, and managing correspondence.
Prepare and distribute customer service reports.
Assist with inventory management and order supplies as needed.
Continuous Improvement:
Participate in training and development programs to enhance customer service skills.
Provide feedback to management for process improvements.
Qualifications: Bilingual is a must
Education: High school diploma or equivalent; associate’s or bachelor’s degree preferred.
Experience: Previous customer service experience required; experience in the HVAC industry is a plus.
Skills: Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Proficient in using customer service software and Microsoft Office Suite.
Ability to work independently and as part of a team.
Hours 9 am-6 pm Monday-Friday with Occosnaily on-call weekends for service weekends.