Customer Service Representative

Climatech Mechanical Services - Heating & Air Conditioning
Sep 22, 2016
Sep 25, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Job Description:

SUMMARY: Customer Service Representative with excellent communication skills dealing effectively with both existing and potential new customers. Ability to accurately and efficiently enter customer information, appointments, invoicing and inventory control measures, maintaining Microsoft Excel spreadsheet data, and reporting directly to the customer service manager. Must be able to work good in a small office environment of less than 6 people and with handling/dispatching/support of daily activities for technicians in the field. Applicants with experience in the Trades a plus - HVAC / Plumbing etc. HOURS FOR POSITION: Working hours would primarily be from Monday through Friday anywhere from 7am to 8:30am starting and ending from 4pm to 5:30pm with one hour lunch. Busy season will depict starting time - WEEKLY HOURS: Busy Times (May to August & typically November to February) applicant would have the ability to work above hours with ability to stay later when it arises (phones ringing off hook on hot summer days, or winter cold days etc. or unexpected/unknown busy times) Slower Offseason (typically from September to November & February to April) this candidate would be expected to be a team player and if the need arises work with reduced hours within 30 to 35 hours depending on work load at the time. Overtime available with ability to work a few Saturdays when we are busy during summer months and cover other customer service hours (7am to 8:30am) if that person is known to be off (vacation, off day etc.) ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following, but are not limited to: CUSTOMER SERVICE DUTIES:Answer inbound customer phone calls, schedule appointments, provide highly detailed information on company's various services, get back to customers in a timely manner. Speak to different clients to help with any basic questions pertaining to assigned and scheduled technician jobs. Problem resolution with customers in regard to any issues that arise in regard to future or previous job scheduled. Take incoming customer satisfaction follow-up survey calls, as well as daily customer confirmation calls. Provide clerical support to customer service manager and project coordinator. Other duties related to the daily operations, as assigned. Following up with all customer requests, and providing detailed notes in the system to track all work done and customers who have yet to be reached.. DATA ENTRY DUTIESMay be needed to process customer work orders/invoices for different programs. Typing letters, memos, customer correspondence. Completing work orders in ESC (Desco) customized software daily. Updating all customer information in various databases. GENERAL OFFICE DUTIES:Emailing, filing, photo coping, and scanning. US Postal Mailings, UPS & FedEx shipments. Creating and maintaining office file systems. Communicate via email using Microsoft Outlook or other internet based email programs. Keeping the front neat, clean, and organized. QUALITIES DESIRED:Communicates effectively, both orally and in writing. Team player and ability to work independently as this position could find themselves many times on their own Ability to multi-task and succeed in a high stress and ever-changing environment. Not allowing customer issues to become personal !! Ability to handle multiple phone lines. Must be highly detail-oriented, organized and able to establish priorities. Willingness to grow with the company. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to effectively communicate with existing and potential customers. Communicate with internal technicians for Proficient with computer data processing and reporting, typing 40+ wpm. EDUCATION AND/OR EXPERIENCE: Minimum Experience of High school diploma or general education degree. (GED) and 1+ years experience in a customer service & data entry. Managerial skills a plus as this position may find themselves occasionally operating the office solo with phone/internet communication with management outside of office. COMPUTER PROGRAMS: Microsoft XP, Microsoft Outlook, Word, Excel, Access, Internet Explorer & Customized Customer Database/Dispatching sofware (ESC - Desco) LANGUAGE SKILLS: Ability to read and comprehend simple to complex instructions, letter correspondence, maintenance and use of all related office equipment (computer, fax, copier, scanner) and its manuals. Ability to complete forms neatly and accurately. Ability to effectively present information to customers. MATHEMATICAL SKILLS: Ability to add, subtract, divide, and multiply all units of measure, including fractions, whole numbers and decimals and percentages. REASONING ABILITY: Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to solve problems deal with problems involving a few concrete variables in standardized situations. Able to work without immediate supervision. Able to notice what work needs to get done and establish a time frame of how long they have to complete it. OTHER REQUIREMENTS: You must be capable of passing a criminal, credit, and drug test prior to being hired. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee may on occasion lift and/or move up to 25 pounds. WAGE: Based on experience level with great growth opportunity moving into the future such as Manager Title etc.

Company Description:

HVAC Service Repair & Replacement of Commercial/Industrial and Residential Properties!

22+ Years in Business
Locally Owned and Operated

One on One Training directly with Owners/Managers whom all have anywhere from 10 to 45 years experience in the trade!!