Position Summary
The Customer Service Representative (CSR) serves as the primary point of contact for customers, handling inquiries, scheduling service appointments, and ensuring a high level of customer satisfaction. This role requires excellent communication, organizational skills, and the ability to support the field service team effectively.
Essential Duties and Responsibilities
- Manage a high volume of inbound customer calls, answering promptly, professionally, and courteously while maintaining a positive customer experience.
- Serve as a primary point of contact for customers calling to request service, schedule appointments, ask questions, or address concerns.
- Efficiently answer, prioritize, and route inbound calls while accurately capturing customer needs and service details.
- Schedule and coordinate service appointments, installations, maintenance visits, and emergency or priority service requests.
- Gather accurate customer information, troubleshoot basic service needs, and determine the appropriate next step or resource.
- Provide clear and accurate information regarding services, pricing, policies, procedures, appointment availability, and expected service timelines.
- Handle customer complaints, concerns, and service issues professionally, resolving them when possible and escalating complex matters appropriately.
- Maintain accurate and timely records of customer calls, service requests, appointment changes, follow-ups, and customer interactions in the company CRM or service software.
- Coordinate closely with service technicians, installers, dispatch, and field staff to ensure customers receive timely and accurate updates.
- Communicate appointment confirmations, schedule changes, technician updates, reminders, and follow-up information to customers.
- Assist customers with invoicing, billing questions, payment processing, and account-related inquiries as needed.
- Manage multiple customer needs simultaneously while maintaining accuracy, organization, and attention to detail in a fast-paced, high-call-volume environment.
- Monitor and respond to voicemail, email, and online inquiries when call volume permits, ensuring customer requests receive timely follow-up.
- Support office operations and administrative functions as needed.
- Maintain professionalism, patience, and a solutions-focused attitude during difficult or high-stress customer interactions.
- Protect customer information and follow all company policies, procedures, safety requirements, and confidentiality guidelines.
- Perform other related duties as assigned
Qualifications
Education & Experience
- High school diploma or GED required; Associate’s degree preferred
- 1–3 years of customer service experience, preferably in HVAC, construction, or service industries
- Experience with CRM or service management software preferred
Licenses & Certifications
- Valid driver’s license preferred for occasional field visits or errands
Knowledge, Skills, and Abilities
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Ability to manage multiple tasks in a fast-paced environment
- Strong problem-solving and conflict-resolution skills
- Professional and courteous demeanor
- Ability to work independently and as part of a team
- Basic understanding of HVAC systems or service processes a plus
Physical Demands
- Ability to sit for extended periods while using a computer
- Occasional lifting of office supplies or materials up to 25 pounds
- Ability to communicate clearly on phone and in person
Work Environment
- Office-based with occasional interaction with field staff or customers
- Moderate noise level typical of office environment
- Exposure to phone and computer use for extended periods
Schedule
- Typically Monday through Friday
- Occasional overtime may be required during peak periods
Equal Opportunity Employer
The Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.
Disclaimer
This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization.