Job Description
Job DescriptionSalary: DOE
The Customer Service Representative (CSR) is a pivotal role within Hicken Air, dedicated to delivering top-notch customer service. The CSR's primary responsibilities encompass managing phone inquiries, scheduling HVAC services, conducting follow-up calls with customers, and handling email communication related to service scheduling. This role reports to the Dispatch Manager and collaborates closely with our HVAC team to ensure our customers receive exceptional service.
Key Responsibilities:
Phone Support:
- Promptly and professionally answer incoming calls from customers.
- Address customer inquiries, provide information on HVAC services, and assist with scheduling appointments.
- Maintain a courteous and knowledgeable demeanor when interacting with customers.
HVAC Service Scheduling:
- Efficiently schedule HVAC service appointments, installations, and repairs based on customer needs and our team's availability.
- Coordinate with HVAC technicians and dispatch personnel to ensure timely scheduling and service delivery.
Follow-up Calls:
- Conduct follow-up calls with customers to gather feedback on HVAC service quality and address any unresolved issues or concerns.
- Ensure customer satisfaction by actively listening to their needs and providing solutions.
Email Communication:
- Manage email correspondence related to HVAC service scheduling, appointment confirmations, and customer inquiries.
- Respond to emails promptly, maintaining accuracy and professionalism in communication.
Administrative Tasks:
- Maintain accurate records of customer interactions, HVAC service appointments, and service requests.
- Building estimates and sending invoices to customers.
- Collecting from overdue accounts.
- Assist in generating reports and keeping documentation as required by the Dispatch Manager.
Team Collaboration:
- Collaborate closely with the Dispatch Manager, Dispatchers, HVAC technicians, and other team members to ensure efficient HVAC operations and customer satisfaction.
- Communicate scheduling changes or service issues promptly to relevant stakeholders.
Qualifications:
- Bachelors degree or relevant certification is a plus
- Strong communication skills, both verbal and written
- English speaking (Bilingual in Spanish is preferred)
- Exceptional customer service skills and a customer-centric approach.
- Strong organizational and time-management abilities to efficiently handle multiple tasks.
- Proficiency in using office software and scheduling tools.
- Ability to thrive in a fast-paced HVAC environment and adapt to changing priorities.
- Previous experience in a customer service role, particularly in the HVAC industry, is preferred.