JOB SUMMARY:

The Customer Service Representative (CSR) is often the first point of contact for our customers and plays a vital role in delivering an exceptional service experience. This position is responsible for answering calls promptly and professionally, scheduling service technicians and sales staff, supporting dispatch operations, handling over-the-counter sales, and maintaining accurate customer records.
CSRs are champions of customer care, providing fast, friendly, and fun service to both external and internal customers. They work closely with our service and sales teams to coordinate schedules, resolve customer concerns, and promote our Platinum Customer Membership program. This role requires a positive attitude, strong communication skills, and the ability to manage multiple priorities in a fast-paced service environment.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent.
• Two years of previous experience in customer service, administrative support, or a related role, or an equivalent combination of education and experience.
• Ability to communicate clearly and professionally by phone.
• Strong verbal and written communication skills.
• Well-organized with the ability to work independently.
• Excellent interpersonal skills and a positive, professional attitude.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Basic math and problem-solving skills.
• Ability to maintain confidentiality and handle sensitive information.
• Flexible and willing to cross-train in other CSR responsibilities as needed.
• Commitment to providing fast, friendly, and professional customer service.

PREFERRED REQUIREMENTS:

• Experience in the residential service industry, including HVAC, electrical, plumbing, or related trades.
• Knowledge of service scheduling and dispatch software.
• Familiarity with processing warranties, service invoices, and timecards.
• Experience promoting membership or loyalty programs to customers.
• Previous experience in cross-training or multi-role office support.
• Previous experience working in a fast-paced service environment.

PHYSICAL REQUIREMENTS:

• Ability to sit or stand for extended periods while performing office duties.
• Ability to lift, carry, or move objects up to 25 pounds occasionally (e.g., files, office supplies).
• Ability to use a computer, phone, and other office equipment for prolonged periods.
• Ability to communicate effectively in person, over the phone, and via electronic communication.
• Ability to perform occasional light physical tasks related to organizing office space or materials.
• Manual dexterity to handle office tools, paperwork, and computer equipment.
  EEO/AA/M/F/Vets/Disabled
  “All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.”
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• Answer incoming phone calls promptly and professionally, providing excellent customer service to both external and internal clients.
• Build trust and establish confidence with new clients when they call for service or repairs.
• Schedule service technicians and sales staff, coordinating closely with service dispatch to optimize appointments and workflow.
• Serve as a backup for dispatching technicians as needed.
• Handle over-the-counter sales and process payments for permits, new construction, and service jobs.
• Maintain and update the customer database with accurate and current information.
• Organize office operations and procedures, including preparing and reviewing purchase orders.
• Develop a thorough understanding of the company, products, and services to answer customer questions independently.
• Manage and resolve customer concerns efficiently, escalating significant issues to management as needed.
• Offer, inform, and educate customers about the Platinum Customer Membership program and maintain associated agreements.
• Conduct follow-up calls to ensure customer satisfaction (Customer Assurance Program).
• Prepare service invoices, reports, and timecards for processing for all service technicians.
• Process warranty parts and coordinate related administrative tasks.
• Schedule sales calls and inspections for retro, electrical, and service departments according to established procedures.
• Follow script forms for scheduling each call to ensure consistency and accuracy.
• Cross-train on duties of other CSR team members to provide coverage and support when needed.
• Perform other related duties as assigned to support the overall success of the office and service operations.