Customer Service Representative

Illiana Heating & Air Conditioning
Cedar Lake, IN 46303, USA

• On-site
• Pay or shift range: $17 USD to $18 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
• Call Center
• Full-Time
• Requisition #: CUSTO
  004016
• Supervisor :
  Mary Van Proyen

About the Role: 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.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page:
  We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance pay directly tied to results – You deliver for us, we deliver for you
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor

• 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.

• 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.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• 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…