The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions.
Responsibilities
Responds to customer inquiries via phone, email, live chat, and written correspondence
Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately
Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions
Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures
Accurately updates and maintains customer records and case notes in the system
Requirements
Associate Degree or coursework in Business, Communications, or a related field
Responsible to lead and grow the Customer Service department.
Partners with managers and field employees to enhance the quality of overall customer service.
Creates and reviews KPI’s regularly with the team of direct reports.
Oversees and supervises the customer service and dispatching activities to ensure maximum efficiency of scheduling without compromising client satisfaction.
Manages to ensure that Technicians arrive at their designated appointments on time.
Requirements
Bachelor’s degree
Nice to have: Advanced college degree
Nice to have: Customer Service experience within an HVAC business setting
The Customer Service Representative oversees daily customer service operations, ensuring exceptional service delivery, customer satisfaction, and effective team performance.
Compensation
$28-30/hr
Responsibilities
Serve as a subject matter expert and provide guidance and mentorship to customer service representatives.
Provide performance feedback, coaching, and counseling to direct reports while supporting training and professional development initiatives.
Ensure consistent adherence to customer service policies, procedures, and standards while handling escalated customer concerns and complex service issues.
Identify process improvement opportunities and implement strategies to improve operational efficiency and customer satisfaction.
Monitor and analyze key performance metrics to ensure service levels and customer satisfaction goals are achieved.
Requirements
Bachelor's degree in Business Administration, Management, or a related field
Lead and manage customer relationships, oversee collections, and mentor a team of customer service professionals to ensure high-quality service and customer satisfaction.
Responsibilities
Act as the primary point of contact for customers, handling inquiries and providing timely responses
Lead and mentor a team of customer service representatives, ensuring high-quality service delivery
Develop and implement strategies to enhance customer satisfaction and loyalty
Oversee the collections process, ensuring timely and accurate payments
Identify and resolve customer issues and complaints, providing effective solutions
Requirements
Bachelor's degree in Business, Customer Service, or a related field
Nice to have: Experience in the finance or collections industry
Nice to have: Willingness to continuously learn and adapt to new technologies and trends
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