Customer Service Representative
SUMMARY: Customer Service Representative for an HVAC Service Company. Candidate must have excellent communication skills dealing effectively with both existing and potential new customers. Ability to accurately and efficiently enter customer information, appointments, invoicing and inventory control measures, maintaining customer data in customized software, and reporting directly to the customer service manager. Must be able to work good in a small office environment of less than 6 people and with handling/dispatching/support of daily activities for technicians in the field.
Applicants with experience in the Trades a plus - HVAC / Plumbing etc. as company is an HVAC Service company. Experience with DESCO ESC software also a plus - please mention this in resume or cover letter or if you have worked with similar customer database/dispatching software in the past.
Applicants with experience in Sales or Sales Support is also a plus that would help position become a Full Time position. Salesforce is our active sales tracking platform - please note if you have experience with Salesforce.
HOURS FOR POSITION: Working hours would primarily be from Monday through Friday anywhere from 7am to 8:30am starting and ending from 4pm to 5:30pm (busy days could require staying later with minimal to no notice) - lunch hour. Busy season will depict starting time -
ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following, but are not limited to:
CUSTOMER SERVICE DUTIES:
Answer inbound customer phone calls, schedule appointments, provide highly detailed information on company's various services, get back to customers in a timely manner.
-Speak to different clients to help with any basic questions pertaining to assigned and scheduled technician jobs.
-Problem resolution with customers in regard to any issues that arise in regard to future or previous job scheduled.
-Take incoming customer satisfaction follow-up survey calls, as well as daily customer confirmation calls.
-Provide clerical support to customer service manager and project coordinator.
-Other duties related to the daily operations, as assigned.
-Following up with all customer requests, and providing detailed notes in the system to track all work done and customers who have yet to be reached..
DATA ENTRY DUTIES
-May be needed to process customer work orders/invoices for different programs.
-Typing letters, memos, customer correspondence.
-Completing work orders in ESC (Desco) customized software daily. Support in Salesforce data entry and customer tracking is a plus for the right candidate.
-Updating all customer information in various databases.
GENERAL OFFICE DUTIES:
-Emailing, filing, photo coping, and scanning.
-US Postal Mailings, UPS & FedEx shipments.
-Creating and maintaining office file systems.
-Communicate via email using Microsoft Outlook or other internet based email programs.
-Keeping the front neat, clean, and organized.
-Communicates effectively, both orally and in writing.
-Team player and ability to work independently as this position could find themselves many times on their own
-Ability to multi-task and succeed in a high stress and ever-changing environment. Not allowing customer issues to become personal !!
-Ability to handle multiple phone lines.
-Must be highly detail-oriented, organized and able to establish priorities.
Willingness to grow with the company.
To perform this job successfully, an individual must be able to effectively communicate with existing and potential customers. Communicate with internal technicians for Proficient with computer data processing and reporting, typing 40+ wpm.
EDUCATION AND/OR EXPERIENCE:
Minimum Experience of High school diploma or general education degree. (GED) and 1+ years experience in a customer service & data entry. Managerial skills a plus as this position may find themselves occasionally operating the office solo with phone/internet communication with management outside of office.
Microsoft XP, Microsoft Outlook, Word, Excel, Access, Internet Explorer & Customized Customer Database/Dispatching sofware (ESC - Desco), Salesforce.
Ability to read and comprehend simple to complex instructions, letter correspondence, maintenance and use of all related office equipment (computer, fax, copier, scanner) and its manuals. Ability to complete forms neatly and accurately. Ability to effectively present information to customers.
Ability to add, subtract, divide, and multiply all units of measure, including fractions, whole numbers and decimals and percentages.
Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to solve problems deal with problems involving a few concrete variables in standardized situations. Able to work without immediate supervision. Able to notice what work needs to get done and establish a time frame of how long they have to complete it.
You must be capable of passing a criminal, credit, and drug test prior to being hired.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee may on occasion lift and/or move up to 25 pounds.
WAGE: Based and hours will be based on experience level, ability to do job and work in small office environment with great growth opportunity moving into the future.Company Description Heating and Air Conditioning Services
23+ Years in Business - Est 1994
Locally Owned and Operated
Commercial Residential and Industrial Customers
Continuous Training and Management Support