About the Role
The Customer Service Representative serves as the primary contact for clients, managing service requests from initiation to completion, ensuring accurate scheduling, clear communication, and high satisfaction through reliable and organized support.
Responsibilities
- Respond promptly to customer inquiries via phone and email
- Process service requests and schedule appointments efficiently
- Maintain accurate customer account records in the database
- Troubleshoot common service issues and escalate when necessary
- Provide detailed information about products and services
- Follow up on unresolved cases to ensure closure
- Document customer interactions with clarity and consistency
- Assist with billing inquiries and payment arrangements
- Communicate service updates and delays proactively
- Collaborate with field technicians to confirm job details
- Handle customer complaints with empathy and professionalism
- Meet performance standards for response time and resolution
- Support team goals through shared accountability
- Adhere to company policies and data privacy standards
- Participate in training to stay current on offerings
- Identify opportunities to improve customer experience
- Assist in onboarding new team members when needed
- Maintain organized digital and physical files
- Report recurring issues to supervisors for process review
- Uphold brand reputation through courteous interactions
Nice to Have
- Experience in HVAC or home services industry
- Familiarity with dispatch systems
- Bilingual communication skills
- Prior experience with field service coordination
- Knowledge of warranty policies and procedures
Benefits
- Health insurance package including medical, dental, and vision
- Retirement savings plan with company contribution
- Paid time off and holiday leave
- Employee assistance program
- Opportunities for internal advancement
- Ongoing skills development and training
Compensation
Competitive hourly wage with performance-based incentives
Work Arrangement
Full-time, on-site position during regular business hours
Team
Part of a regional customer support team focused on service coordination and client retention
About Us
A locally owned and operated company with decades of experience providing home comfort solutions, we pride ourselves on trustworthy service and long-term customer relationships built on reliability and integrity.
Our Commitment to Service
We focus on prompt, respectful communication and efficient problem resolution, ensuring every customer feels heard and supported throughout their service journey.
Not available for this position
