POSITION SUMMARY
The Customer Service Representative in 888 Heating is a pivotal role that serves as the primary point of contact for our valued customers. With excellent communication and problem-solving skills, the Customer Service Representative ensures exceptional service by addressing inquiries, resolving issues, and coordinating service requests. This position requires a customer-focused mindset, attention to detail, and the ability to work collaboratively in a fast-paced environment.
ABOUT THE COMPANY
We Are 888 Heating ; we provide residential HVAC, Plumbing & Electrical services, and we are growing by the day. Our mission is to Impact the lives of our customers through our commitment customer care and industry leading heating and air conditioning We Are 888 Heating; we provide residential HVAC & Electrical services, and we are service, ensuring comfort year-round. We are intentional and results oriented in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process: we are Intentional- Excellent- Integrity- Accountable- Transparent and Results Oriented
OBJECTIVES
● Serve as the primary contact for incoming calls from customers, responding to inquiries, providing product information, and addressing concerns promptly and professionally.
● Maintain a positive and empathetic attitude while actively listening to customers, understanding their needs, and providing appropriate solutions or recommendations.
● Coordinate and schedule service, plumbing, Install, and electrical calls, ensuring efficient allocation of resources and timely response to customer requests.
● Maintain accurate customer records, including contact information, service history, and any relevant notes or interactions.
● Collaborate with dispatchers to ensure smooth service delivery and resolve any scheduling conflicts or emergencies.
● Providing guidance and recommendations to customers on HVAC products and services based on their needs.
● Resolving customer complaints and issues effectively and escalating complex problems to the appropriate department or supervisor.
● Communicate with customers regarding service appointments, including confirming appointment details, providing arrival updates, and addressing any changes or delays.
● Assist with billing inquiries, providing clarification on invoices, resolving disputes, and processing payments accurately.
● concerns or feedback and taking appropriate actions to resolve issues.
● Stay updated on product knowledge, industry trends, and company offerings to provide accurate and up-to-date information to customers.
● Adhere to company policies and procedures, including privacy and data protection regulations, while maintaining customer confidentiality.
● Collaborate effectively with team members, sharing information and best practices, and contributing to a positive and collaborative work environment.
● Monitor communication platforms for timely updates and communication.
● Ensure customer satisfaction through proactive follow-up, addressing post-service concerns or feedback, taking appropriate actions to resolve issues, and maintaining up-to-date club memberships.
● Generate and manage reports while coordinating recurring events for customers.
● Perform weekly audits of all calls to ensure accurate assignment of campaigns to respective clients.
● Monitor the schedule regularly to ensure optimal utilization of our dispatch board. Proactively reach out to fill any gaps in the schedule by securing additional calls.
COMPETENCIES
● Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
● Strong problem-solving skills, with the ability to think on your feet and provide effective solutions in a timely manner.
● Customer-focused mindset with a genuine desire to assist and support customers.
● Strong attention to detail and organizational skills to manage customer records and documentation accurately.
● Ability to multitask and handle a high volume of customer inquiries while maintaining composure and professionalism.
● Proficiency in using customer service software, CRM systems, and other relevant tools.
● Basic knowledge of HVAC systems, products, and terminology is preferred.
● Ability to work effectively in a team environment, collaborating with colleagues to achieve common goals.
EDUCATION AND EXPERIENCE
● High School Diploma or GED required.
● Previous customer experience required.
● Experience in home services, HVAC or plumbing preferred
PHYSICAL REQUIREMENTS
● Ability to spend prolonged periods of time standing, sitting, or walking.
● Must be able to lift at least 25lbs.
● Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.
COMMITMENT TO DIVERSITY
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 888 Heating recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners. If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to INSERT EMAIL ADDRESS. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Shift:
Weekly day range:
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Ability to Commute:
Ability to Relocate:
Work Location: In person
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