Customer Service Representative

ACS Air Conditioning Specialist Inc•Brevard, NC

About The Position

Join our team as a Customer Service Representative, where you'll be the friendly and efficient point of contact for our valued customers. In this role, you will provide exceptional support, address inquiries, and resolve issues while ensuring a positive customer experience. Your contribution will be vital in maintaining our high standards of service and customer satisfaction.

Requirements

High school diploma or equivalent
Proven experience in a customer service role
Excellent verbal and written communication skills
Strong problem-solving abilities
Proficiency with customer service software and tools
Ability to handle high-stress situations calmly and effectively
Strong multitasking and organizational skills
Empathy and patience in dealing with customers
Ability to work both independently and as part of a team
Flexibility to work various shifts, including weekends and holidays
Basic computer skills, including Microsoft Office Suite
Familiarity with CRM systems is a plus
Strong attention to detail and accuracy
Ability to learn and adapt to new technologies quickly

Nice To Haves

Experience with Service Titan software
Experience in Heating and Air Conditioning administration / office
Enthusiastic personality that is happy to work.

Responsibilities

Respond promptly to customer inquiries via phone, email, and chat.
File and pull permits for upcoming jobs.
Utilize Service Titan for customer information and technician routing.
Provide accurate, valid, and complete information by using the right methods/tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Identify and assess customers’ needs to achieve satisfaction.
Keep records of customer interactions, process customer accounts, and file documents.
Confirming/tagging 10+ customers as techs complete calls.
Track sold memberships, monitor and order supplies for office.
Monitor past due accounts and reach out for payments.
Engage with customers to understand their needs and provide personalized service.
Collaborate with team members to improve customer service processes.
Stay informed about product updates and changes to provide accurate information to customers.
Assist in training new customer service representatives and share best practices.
Meet personal and team targets for customer satisfaction and call handling.