Job Opening
Customer Service Representative
Customer Service Representatives work as part of a team that is promoting desired company growth.
Booking repair and maintenance appointments, obtaining integral information to troubleshoot customer and prospect needs and desires and take necessary steps to exceed customer satisfaction, living up to our pledge to provide “Blue Ribbon Service Every Time”!
Converting inbound and outbound prospect and customer calls into booked appointments by delivering call scripts with an authentic cadence; being clear, compelling and personable. Must also respond to customer requests, resolve issues, and promote our brand with the utmost professionalism, establishing customer rapport, and encouraging new customer conversion and repeat business.
This position requires dedication, reliability, and consistency.
Job Duties:
Customer Communication
Manage all incoming calls, emails, and outbound calls.
Relationships
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Collaborate
Work with management teams to stay updated on new products, services, and policies.
Engagement
Engage with customers and prospects in a friendly and professional manner while actively listening to their concerns.
Service
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.
Scheduling
Confirm appointments with customers providing technician’s arrival time and address any concerns.
Maintain Records
Keep accurate records of service requests, appointments, technician schedules, and completed jobs within our service database.
Supply Coordination
Coordinate with suppliers to ensure necessary parts and equipment are available for upcoming appointments.
Follow-Up
Communicate with technicians and customers with any appointment adjustments and follow-up to confirm.
Schedule Service Calls
Organize and schedule appointments for HVAC technicians with customers based on availability and urgency.
Emergency Response Coordination
Manage urgent or emergency service requests by quickly dispatching the on-call technician to address critical issues.
And other duties as requested.
Job Qualifications:
- Two (2) years Customer Service experience is required.
- At least one (1) year of HVAC experience is preferred.
- The ideal candidate will have the ability to learn new phone scripts and apply the scripts in real-time and will have the ability to understand business acumen, cost per call, call prioritization, etc.
- Excellent verbal and written communication skills required.
- Strong organizational skills and ability to multitask.
- Advanced ability in decision making and problem solving.
- Excellent customer service skills.
- Adaptability to changing priorities, schedules, and requirements.
- Google Business Suite experience is a plus, but Microsoft Office experience will translate.
- Proficiency with documents and spreadsheets required.
- ServiceTitan CRM experience a plus.
- High school or equivalent (Preferred).
- Bi-lingual in Spanish is a plus.
- Background and Drug Screening is required prior to employment.
Schedule
Monday – Friday
Some overtime may be required.
Benefits
Great Company Culture!
We do a lot more than just work together. We enjoy company events and outings, charity events and fundraising and building life-long friendships!
As a member of the Certified team, you will feel like part of a family, not just another employee.
Equal Opportunity Employer
Certified Heating and Cooling is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
Certified Heating and Cooling is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and access to facilities and programs.
Drug and Alcohol-Free Workplace
Certified Heating and Cooling is a Drug and Alcohol-Free Workplace
Want to Grow with Us?
We believe in making a positive difference in the lives of our team members and customers.
Submit your resume below to start the process.
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