Customer Service Representative

MAC HEATING AND AIR CONDITIONING; Brevard (NC); On-site; USD 25,000 - 28,000; Full time

Job summary

MAC Heating and Air Conditioning in Brevard, NC is seeking a Customer Service Representative to be the friendly, efficient first contact for our customers. You will handle inquiries, schedule and coordinate, and support field teams with accurate information.

Responsibilities include using Service Titan, managing permits, handling payments, maintaining records, and assisting training of new reps. This role demands excellent communication, patience, and teamwork to uphold service excellence.

Qualifications

• High school diploma or equivalent.
• Proven customer service experience.
• Strong verbal and written communication skills.
• Ability to handle high-stress situations calmly.
• Proficiency with customer service software and tools.

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, complete information using the right methods/tools.
• Handle complaints and follow up to ensure resolution.
• Maintain a positive, empathetic attitude toward customers.

Skills

Service Titan

Customer service

Multitasking

Office administration

Education

High school diploma

Tools

CRM systems

Microsoft Office

Job description

Customer Service Representative

MAC Heating and Air Conditioning Brevard, North Carolina, United States

About this position

Introduction

Join our team as a Customer Service Representative, where you'll be the friendly and efficient point of contact for our valued customers. In this role, you will provide exceptional support, address inquiries, and resolve issues while ensuring a positive customer experience. Your contribution will be vital in maintaining our high standards of service and customer satisfaction.

Job 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.

Preferred Qualifications

• Experience with Service Titan software
• Experience in Heating and Air Conditioning administration / office
• Enthusiastic personality that is happy to work.

Job Requirements

• 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 both independently and as part of a team
• Flexibility to work various shifts, including weekends and holidays
• Basic computer skills, including Microsoft Office Suite
• Familiarity with CRM systems is a plus
• Strong attention to detail and accuracy
• Ability to learn and adapt to new technologies quickly

Salary Information

$18 - $20Hourly Wage