CUSTOMER SERVICE REPRESENTATIVE

Cascade Services; Florida; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

On-the-job training

Professional development assistance

Vision insurance

Job summary

Harrington Air Conditioning is seeking a dedicated Customer Service Representative to join our team. The role involves interacting with customers in person, by phone, and by email to resolve issues, process orders, and maintain accurate records.

Ideal candidates have strong communication skills, experience with CRM systems, and the ability to multitask in a fast-paced setting. A high school diploma or equivalent is required, with HVAC experience a plus. 401(k) and health benefits are offered.

Qualifications

• High School Diploma/GED or equivalent experience.
• Prior experience with the public in a fast-paced environment is a plus; prior cashier experience is a plus.
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service.
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence.
• Experience with working in a CRM and/or AI Customer interface system.
• Ability to time manage, set timeline goals and prioritize tasks.
• Ability to work independently and exercise sound judgment and problem-solving.
• Proficiency with computers.
• Ability to work in a team environment and take direction from management and supervisors.
• (Desired) HVAC industry-specific experience.

Responsibilities

• Portraying a positive company image and engaging in professional and friendly communications with customers.
• Processing orders by mail, telephone, fax, email, or other employees.
• Actively listening to customer needs and inquiries to determine appropriate service actions.
• Assisting colleagues and other employees with administrative duties.
• Serving as the cashier and handling cashier transactions and clerical duties.
• Referring customer questions regarding products or services to the appropriate person.
• Establishing and maintaining customer profiles and preparing required documentation.
• Performing accurate company-required recordkeeping.
• Corresponding with third-party providers to obtain payments.
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received.
• Following-up on orders to ensure successful completion of work by specified dates.
• Preparing receipts and shipping documents.
• Performing other duties as assigned.

Skills

Customer service

Cash handling

Communication

CRM system

Telephone etiquette

Multitasking

Team player

Education

High School Diploma/GED

Tools

CRM software

Computer proficiency

Job description

Job Title: Customer Service Representative

Company: Harrington Air Conditioning

Job Type: Full-Time

Job Summary

We are seeking a dedicated and enthusiastic Customer Service Representative to join our team.

The Customer Service Representative is responsible for interfacing with customers in both in-person, phone, and e-mail interactions. The Customer Service Representative develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Essential Duties and Responsibilities

• The essential functions include, but are not limited to the following:
• Portraying a positive company image and engaging in professional and friendly communications with customers
• Processing orders by mail, telephone, fax, email, or other employees
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Serving as the cashier and being primarily responsible for answering telephones, handling cashier transactions, and performing other clerical duties
• Referring any customer questions regarding products or services to the appropriate person
• Establishing and maintaining customer profiles and preparing required documentation
• Performing accurate company-required recordkeeping
• Efficiently and correctly corresponding with third-party providers to obtain payments
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received
• Following-up on orders to ensure successful completion of work by specified dates
• Preparing receipts and shipping documents
• Performing other duties as assigned

Compensation and commission perks

• From on-call bonuses and membership sales bonuses.

Additional Qualifications

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Ability to time manage, set timeline goals and prioritize tasks
• Ability to work independently and exercise sound judgment and problem-solving
• Excellent oral/written communication skills
• Proficiency with computers
• Ability to work in a team environment and take direction from management and supervisors
• (Desired) HVAC industry-specific experience.
• Experience with working in a CRM and/or AI Customer interface system

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Professional development assistance
• Vision insurance

Shift availability

• Day Shift (Required)

Success Factors and Performance Indicators

• Call Counts
• Call Booking %
• Customer Satisfaction
• Tech Utilization

Minimum Qualifications

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fact paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Experience with working in a CRM and/or AI Customer interface system
• Ability to time manage, set timeline goals and prioritize tasks
• Ability to work independently and exercise sound judgment and problem-solving
• Proficiency with computers
• Ability to work in a team environment and take direction from management and supervisors
• (Desired) HVAC industry-specific experience.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

• The noise level is typically low to moderate.
• The workplace is an environmentally controlled office.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an 'at will' relationship.