["Customer Service Representative","Customer Service Representative"]

Job Title

Cool Air Solutions is seeking a dedicated and customer-focused individual to join our team. We are a family-owned HVAC and plumbing company based in Murrieta, CA, committed to delivering top-tier service with a focus on energy efficiency and customer satisfaction.

Shiftneeded: Full-time, weekday hours: 9am-6pm, weekend hours: 8am-5pm - Rotating on-call weekend coverage expected - Potential Earnings: $19-$25/hr with commissions and incentives

Key Responsibilities

• Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.
• Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
• Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.
• May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
• Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
• Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
• Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
• Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
• Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
• Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
• Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
• Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
• Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Qualifications

• Previous experience in customer service, preferably in a service-oriented industry.
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
• Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
• Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
• Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
• High school diploma or equivalent.

Why You'll Want to Work Here

Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics Performance Pay directly tied to results – Get what you deserve Benefits you will use – Full medical, dental, and vision packages including fully employer paid options Secure your financial future – 401(k) with company match Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors We invest in your future – leadership training that directly results into bigger career opportunities Learn on the job – continuous education stipends available