Customer Service Representative

Job Description Summary:

The purpose of the Customer Service Representative (CSR) is to interact with our customers to provide them with information about our products and services. This is a highly focused position to ensure that we understand and satisfy our customer’s needs. This position is the first point of contact for customers who have problems or concerns, and therefore may handle and resolve general complaints. The goal of this position is to provide excellent customer service by providing a friendly, professional experience to all Robin Aire customers. The work schedule for this position is Monday through Friday, with periodic Saturdays.

Responsibilities & Duties:

• Consult with customers by telephone to provide information about our products and services, take or enter work orders, and obtain details of complaints to find resolutions
• Contact customers to respond to inquiries 
• Responsible for inbound and outbound customer service calls, including scheduling appointments and responding to general customer inquiries
• Keep record of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions taken
• Properly document all work orders to ensure technician appointments and jobs are completed as expected and on time
• Obtain and examine all relevant information to assess customer complaints, checking to ensure that appropriate resolutions were implemented, and referring unresolved complaints to department leads.
• Collect deposits or payments, and arrange for billing
• Provide support to technicians in the field to ensure they are able to provide excellent HVAC services to our customers
• Various administrative duties and other duties as assigned

Required Skills, Knowledge, and Abilities:

• Work Experience: 1-year direct customer service experience, preferably interacting with customers over the phone
• Education: High School Diploma or GED
• Computer Skills: prior experience with Customer Relationship Management (CRM) software, Microsoft Office programs, and Outlook
• Cross-functional skills: well versed in multi-line telephone use, excellent communication skills, and proper phone etiquette
• Administrative skills: knowledge of administrative and office procedures and systems, such as word processing, managing customer accounts, and workplace terminology
• Communication Skills: excellent verbal skills and good note-taking skills
  • Social Perceptiveness: aware of others’ reactions and ability to understand why they react as they do
  • Critical Thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Misc. Skills: reliable and punctual; impeccable attention to detail and unwilling to cut corners; ability to deal comfortably with a diverse customer base
• Requirements for employment: ability to pass a drug screen and a background check

Preferred Skills, Knowledge, and Abilities:

• Work Experience: 3 years direct customer service experience or 1-year customer service experience in a trade field, specifically HVAC/Plumbing
• Language Skills: Multi- or Bi-lingual

Benefits & What We Offer:

• Health, Dental, and Vision Insurance
• HSA and FSA options
• 401k with 4% company match after 6 months of employment
• Short-term and Long-term Disability paid by company
• Life Insurance paid by company
• Paid vacation days 
• Paid holidays
• Occasional WFH opportunities M-F, and WFH option for periodic Saturday shift (8am-2pm)
• Work in a fun, accepting atmosphere

Job Type: Full-time

Pay: $36,000 – $42,000 Annually