Customer Service Representative

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Chesapeake, VA, US

8 days ago Requisition

Job Title: Customer Service Representative
Company: Smith & Keene
Location: 833 Live Oak Dr, Chesapeake, VA 23320
Job Type: Full-Time

Smith and Keene has earned its reputation as an industry leader by providing the very best heating, ventilation, and air conditioning (HVAC) products and services. We have been serving the Hampton Road region for more than 75 years.

Come join a winning team and be part of something special! Where people are valued, and success is built on a strong, positive culture!

We are seeking a dedicated and enthusiastic Customer Service Representative to join our team.

The Customer Service Representative is responsible for interfacing with customers in both in-person, phone, and e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Essential Duties and Responsibilities:

• The essential functions include, but are not limited to the following:
• Portraying a positive company image and engaging in professional and friendly communications with customers
• Processing orders by mail, telephone, fax, email, or other employees
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Serving as the cashier and being primarily responsible for answering telephones, handling cashier transactions, and performing other clerical duties
• Referring any customer questions regarding products or services to the appropriate person
• Establishing and maintaining customer profiles and preparing required documentation
• Performing accurate company-required record-keeping
• Efficiently and correctly corresponding with third-party providers to obtain payments
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received
• Following-up on orders to ensure successful completion of work by specified dates
• Preparing receipts and shipping documents
• Performing other duties as assigned

Compensation and commission perks:

• From on-call bonuses and membership sales bonuses.

Additional Qualifications:

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Ability to manage time, set timeline goals and prioritize tasks
• Ability to work independently and exercise sound judgment and problem-solving
• Proficiency with computers
• Ability to work in a team environment and take direction from management and supervisors
• (Desired) HVAC industry-specific experience.

Why Smith and Keene?

At Smith and Keene we empower our team to thrive and make a real difference in the communities we serve. Join a company that values innovation, collaboration, and your professional growth.

Address: 833 Live Oak Dr, Chesapeake, VA 23320

Job Type: Full-time

• 401(k) matching
• Health insurance
• On-the-job training
• Vision insurance
• Day Shift (Required)

Success Factors and Performance Indicators

The Customer Service Representative’s success will be measured by many factors pertaining to the job, including, but not limited to:

• Call Counts
• Call Booking %
• Customer Satisfaction

Minimum Qualifications

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills…