Service Representative

Aston Carter•Alexandria, VA

23h•$23 - $23•Onsite

About The Position

As a HVAC Customer Service Representative (CSR), you will play a vital role in ensuring outstanding customer service and satisfaction. You will be the first point of contact for our customers and will work closely with our HVAC technicians and clients to coordinate service requests, address inquiries, and provide exceptional support.

Requirements

2-4+ years of experience in an inbound and outbound environment for a home services-based company (e.g., roofing, windows, siding, pool repairs).
Excellent verbal and written communication skills to interact effectively with customers and team members.
Ability to handle customer issues and provide solutions quickly.
Strong organizational skills to manage multiple tasks and service requests.
Basic understanding of HVAC systems and terminology to assist customers accurately.
Must have reliable transportation.
High school diploma required.

Nice To Haves

Experience with ServiceTitan software is a significant advantage.
Experience in HVAC, electrical, or plumbing is a significant advantage.
Screening for attendance and reliability is required.
Looking for someone committed to a long-term position.

Responsibilities

Manage inbound and outbound customer calls, emails, and inquiries professionally and courteously.
Schedule service appointments and effectively communicate with customers regarding service timelines and expectations.
Coordinate with HVAC technicians to optimize service schedules and dispatch them to job sites efficiently.
Provide technicians with necessary information and updates to enhance job performance and customer experience.
Maintain accurate and organized records of customer interactions, service requests, and job assignments.
Strive to exceed customer expectations by addressing concerns, resolving issues, and ensuring a positive service experience.
Gather customer feedback and relay it to the appropriate departments for continuous improvement.