Customer Experience Specialist - Flexible Shifts

MAC HEATING AND AIR CONDITIONING; Franklin Park (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

MAC HEATING AND AIR CONDITIONING is seeking a Customer Service Representative to be the friendly, efficient first point of contact for customers. You will address inquiries, resolve issues, and contribute to exceptional service and satisfaction within a busy office environment in North Carolina.

Responsibilities include handling calls, emails, and chats, routing jobs via Service Titan, maintaining records, and supporting team goals for customer satisfaction and timely follow-ups.

Qualifications

• High school diploma or equivalent.
• Proven experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities.
• Proficiency with customer service software and tools.
• Ability to handle high-stress situations calmly and effectively.
• Strong multitasking and organizational skills.
• Empathy and patience in dealing with customers.
• Ability to work independently and as part of a team.
• Flexibility to work various shifts, including weekends and holidays.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• File and pull permits for upcoming jobs.
• Utilize Service Titan for customer information and technician routing.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Identify and assess customers’ needs to achieve satisfaction.
• Keep records of customer interactions, process customer accounts, and file documents.
• Confirming/tagging 10+ customers as techs complete calls.
• Track sold memberships, monitor and order supplies for office.
• Monitor past due accounts and reach out for payments.
• Engage with customers to understand their needs and provide personalized service.
• Collaborate with team members to improve customer service processes.
• Stay informed about product updates and changes to provide accurate information to customers.
• Assist in training new customer service representatives and share best practices.
• Meet personal and team targets for customer satisfaction and call handling.

Skills

Customer service

Communication

Problem solving

Multitasking

Empathy

Service Titan

CRM systems

Microsoft Office

Education

High school diploma

Tools

Service Titan

CRM systems

Microsoft Office

Job description

MAC HEATING AND AIR CONDITIONING is seeking a Customer Service Representative to be the friendly, efficient first point of contact for customers. You will address inquiries, resolve issues, and contribute to exceptional service and satisfaction within a busy office environment in North Carolina.

Responsibilities include handling calls, emails, and chats, routing jobs via Service Titan, maintaining records, and supporting team goals for customer satisfaction and timely follow-ups.