Customer Service Representative for Heating and AC company
Airpex Cooling, Heating and Plumbing, Inc.
Customer Service Representative for Heating and AC company
Full Time • Airpex Cooling, Heating and Plumbing, Inc.
Benefits:
- 401(k)
- Bonus based on performance
- Paid time off
- Training & development
Benefits/Perks
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
Job Summary
We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, schedule appointment, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure.
Responsibilities
- Receive a high volume of inbound calls and emails
- Identify the reason for the customer’s call, collect relevant information and provide solutions and achieve satisfaction
- Refer to premade scripts for a variety of customer service topics
- Use best practices in customer service techniques to develop rapport and build relationships with customers
- Meet personal and team quotas
- Attend trainings to maintain up-to-date skills and knowledge
- Generate sales leads
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Entering work orders in the system
- Dispatch/scheduling service jobs for technicians
- Printing, filing, copying, organizing paperwork
- Following up with customer after every job and offering other services
- Processing permits
Qualifications
- High school diploma/GED
- Previous experience as a Customer Service Representative or in a similar role is preferred
- Comfortable using computers and customer management software
- Excellent phone and verbal communication skills
- Understanding of active listening techniques
- Ability to work well under pressure
- Highly organized with the ability to prioritize projects and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
- 2 years or more experience in home service field preferred
- 2 years of sales experience preferred
- Excellent typing skills
Compensation: $18.00 - $22.00 per hour
About Us
Established in 2007, Airight Cooling, Heating, & Plumbing, Inc. is a family-owned business serving households and commercial clients in San Diego, Orange, Riverside, San Bernardino counties, and surrounding areas. Airight Services was founded on one simple concept: Providing Cleaner Water & Cleaner Air!
We have built a reputation as a customer-first company and strive to make sure our customers are 100% satisfied. Our success is due to our skilled professionals and their goal of high standards of quality, integrity, and customer service.
Our Mission
Cooling, Heating and Plumbing issues can be stressful. That’s why our mission is to give our customers a pleasant experience with professionalism, fair prices, and high-quality services. We understand that most customers do not know a lot about plumbing or different heating and air conditioning problems. Our experts will explain the problem and how it can be fixed. This way, we offer the information they need to make a well-informed decision and find the best possible solution for their HVAC or plumbing issue.
Our Core Values
These core values are the essence of everything we do at Airight Cooling, Heating, and Plumbing, Inc.
- Integrity: We approach each customer with complete honesty.
- Safety: We follow best safety practices to protect the health and well-being of our employees and customers.
- Respect for Others: We treat our customers, our employees, and other stakeholders with respect.
- Excellence: We strive for continuous improvement and strive to stay at the forefront of technological innovation.
- Time: We value the time of our customers and are committed to offering them superior-quality services in an efficient manner.
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