Customer Service Representative
C & C Air Conditioning, Heating, and Plumbing•Middletown Township, NJ
•Onsite
About The Position
As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.
Requirements
- Previous experience in customer service, preferably in a service-oriented industry.
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Strong problem-solving skills and the ability to think quickly on your feet.
- Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
- Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
- Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
- Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
- Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
- High school diploma or equivalent.
Nice To Haves
- Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
Responsibilities
- Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.
- Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
- Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.
- May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
- Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
- Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
- Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
- Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
- Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
- Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
- Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
- Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
- Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.
Benefits
- Full medical, dental, and vision packages including fully employer paid options
- 401(k) with company match
- leadership training that directly results into bigger career opportunities
- continuous education stipends available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
