Customer Service Representative

Signature Heating, Cooling and Plumbing; Albuquerque (NM); On-site; USD 34,000 - 48,000; Full time

Job summary

Signature Heating, Cooling and Plumbing is seeking a Customer Service Representative (CSR) to handle inbound and outbound calls, emails, and live chat, delivering exceptional service and promoting Signature products. You will schedule appointments, resolve issues, and maintain accurate records in Service Titan, while contributing to daily performance goals.

The role requires strong communication skills, reliability, and comfort working in a fast-paced environment.

Qualifications

• HVAC & Plumbing knowledge preferred.
• Effective communicator who understands listening and empathy.
• Experience in fast-paced, high-volume call center environments.
• Willingness to learn new skills and adapt to changes.
• Proficiency with computers and a good typist.
• Very reliable and trustworthy.
• Minimum 1 year of customer service experience preferred.
• Physically able to lift up to 25 lbs and stand/move for extended periods.

Responsibilities

• Answer inbound calls quickly and professionally.
• Perform outbound calls to schedule by offering specials or reminders of routine service.
• Communicate with customers verbally, by text, and by email.
• Accurately book appointments for All Departments.
• Utilize good judgment and understanding of company policies to resolve issues.
• Maintain daily performance goals.
• Maintain product knowledge of VIP Membership plans and provide options to customers as sales.
• Maintain and update Service Titan with complete & accurate information.
• Perform On Call duties in weekly On Call rotation.

Skills

HVAC knowledge

Empathetic communicator

Fast-paced call center experience

Willingness to learn

Computer proficiency

Reliability & trustworthiness

Customer service experience

Physical stamina

Education

High School Diploma or higher

Job description

The Customer Service Representative (CSR) facilitates inbound and outbound interactions via telephone, email, and live chat to ensure delivery of outstanding customer service through demonstration of skill and expertise in general customer service, and Signature product knowledge. The CSR fosters trust in every interaction and maximizes customer satisfaction to grow and maintain customer relationships, and guarantee repeat business.

Work Schedule

• Schedules vary and may include: (days) M/T/W/Th/F, M/W/Th/F/Sat, M/T/W/F/Sat, and (times) 7A-3:30P, 7:30A-4P, 8:30A-5P, 9A-5:30P, and 11A-7:30P. Periodic rotational on-call work may also be required.

Responsibilities

• Answer inbound calls quickly and professionally.
• Perform outbound calls to customers with intent to schedule by offering specials or reminders of routine service.
• Communicate with customers verbally, by text, and by email correspondence.
• Accurately book appointments for All Departments
• Utilize good judgment and understanding of company policies to effectively make decisions and resolve customer issues.
• Maintain daily performance goals.
• Maintain product knowledge of VIP Membership plans and provide options to customers as sales.
• Maintain and update Service Titan with complete & accurate information.
• Perform On Call duties in weekly On Call rotation.
  • This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.

Qualifications

• HVAC & Plumbing knowledge preferred
• An effective communicator who understands the importance of listening and being empathetic
• Ability to work and grow in a fast-paced, high volume call center environment.
• Open to feedback to support your performance and development.
• Willingness to learn new skills and ability to adjust to changes quickly.
• Proficiency with computers (ability to navigate within multiple screens) & a good typist.
• Very reliable and trustworthy
• High School Diploma or Higher preferred
• Minimum 1 year of customer service experience preferred
• Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted.
• Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time.