Customer Service Representative - CALL CENTER CSR
About The Position
The Customer Service Representative (CSR) is responsible for converting incoming service requests into booked calls for Service Technicians at Freedom Air and Plumbing. This role serves as the first point of contact for current and potential customers, playing a crucial part in building customer relationships and managing customer expectations. Freedom Air & Plumbing proudly serves Rockledge and Florida’s Space Coast with reliable residential HVAC services, specializing in air conditioning and heating repair, replacement, and maintenance. As part of a growing home services platform, the company combines strong local roots with the resources of a larger organization, offering career growth, ongoing training, and a team-focused culture.
Requirements
- Excellent verbal and written communication skills
- Positive, professional, and friendly demeanor
- Strong problem-solving and multitasking abilities
- Self-motivated, organized, and team-oriented
- Receptive to coaching for improved performance
- Able to work a flexible schedule including evenings, weekends and holidays shift
- High school diploma or equivalent
Nice To Haves
- Call Center experience is preferred
- Associate’s or higher degree a plus
Responsibilities
- Handle high-volume inbound calls with professionalism and accuracy
- Convert inbound inquiries into scheduled, revenue-generating service appointments
- Accurately collect and enter all necessary customer information into the service database
- Make outbound calls to schedule, confirm, and follow up on appointments
- Resolve customer concerns while maintaining composure and professionalism
- Enter and manage data accurately within our CRM system
- Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors
- Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities
- Participate in training sessions and remain informed on service updates, offerings, and procedures
Benefits
- Competitive hourly pay + weekly pay
- Incentive opportunities
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO) & Paid Holidays
- Company-Paid Life Insurance
- Short-Term & Long-Term Disability
- Employee Assistance Program (EAP)
- Opportunities for advancement in a company that promotes from within
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
