Customer Service Rep/CSR

Brandywine Valley Heating And Air Conditioning-posted about 1 year ago
$35,360 - $49,920/Yr
Full-time • Entry Level
West Chester, PA
Specialty Trade Contractors
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The Customer Service Representative (CSR) at Brandywine Valley Heating and Air Conditioning plays a crucial role in ensuring customer satisfaction and operational efficiency. This position involves scheduling service appointments, managing resources, and processing customer payments while maintaining confidentiality. The CSR is expected to work collaboratively within a supportive team environment, contributing to the company's growth and success in the HVAC industry.

  • Answer the phone promptly and professionally.
  • Call customers to confirm maintenance appointments and schedule client appointments while assigning qualified staff.
  • Work closely with managers to coordinate scheduling and dispatch.
  • Perform dispatching and scheduling of service technicians and team members.
  • Sell new service agreements and renew existing service agreements.
  • Grow, monitor, and maintain maintenance programs; update changes in ownership and review reasons for non-renewals.
  • Communicate clearly, precisely, and in a friendly manner.
  • Take and deliver messages as appropriate and ensure they are received and followed up on.
  • Ensure accurate capture, data entry, and maintenance of customer information.
  • Work closely with service, install, and sales departments to identify sales opportunities and facilitate follow-up.
  • Develop a good working knowledge of company products and services, continuously improving HVAC knowledge.
  • Alert managers to significant customer issues, serving as a champion for customers.
  • Perform customer satisfaction calls when required.
  • Meet established goals and objectives and assist in developing plans to exceed them.
  • Communicate effectively with associates, superiors, vendors, and customers.
  • Possess superior interpersonal skills and efficiently manage time and schedules.
  • Proficient in Microsoft Excel and Word.
  • Computer literacy is essential.
  • Mid-level experience in HVAC is preferred.
  • Experience in customer service roles within the HVAC industry.
  • Familiarity with smart phones, email, and text messaging.
  • Health insurance (100% paid by employer)
  • Dental insurance
  • Vision insurance
  • Paid vacation and sick time
  • 401(k) with employer contribution
  • Tuition reimbursement
  • Opportunities for advancement
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