CSR

Sila Services•New Berlin, WI

1d•Onsite

About The Position

New Berlin Heating and Air Conditioning is seeking a Customer Service Representative to join their team in New Berlin, WI. This role involves handling day-to-day customer interactions, supporting company growth, and promoting customer satisfaction by converting incoming calls into booked service and sales appointments. The ideal candidate will have strong organizational, customer service, and problem-solving skills, and enjoy working in a fast-paced environment. You will learn from and work alongside the Dispatchers in the office.

Requirements

Ability to work Monday through Friday + overtime
3+ years work experience in a professional environment
Call center experience/Customer Service experience is required
Excellent communication, organizational, and interpersonal skills
Ability to stay calm when customers are stressed or upset
A polished and professional demeanor
Self-motivation and discipline
An ambitious and competitive nature
Highly evolved customer service skills
A working knowledge of Microsoft Office and computer savvy competence

Nice To Haves

Encouraging and motivating personality

Responsibilities

Promote customer satisfaction by converting incoming customer calls into booked service and sales appointments.
Learn the call script to sound professional and authentic when speaking with customers.
Participate in training to grow and develop as a professional.
Maintain and update the customer database with complete and accurate information.
Maintain communication with dispatch and management.
Respond promptly to customer inquiries.
Schedule service appointments with techs and sales appointments with consultants.
Manage incoming calls and emails as well as make outbound calls.
Communicate with customers through various channels.
Acknowledge and resolve customer issues.
Obtain product knowledge to answer questions.
Process orders, forms, and requests.
Keep records of customer interactions, transactions, comments, and complaints.
Communicate with colleagues as necessary.
Ensure customer satisfaction and provide professional customer support.