Customer Service Representative

Randazzo Heating & Cooling; Macomb Township (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Randazzo Heating & Cooling is seeking a Customer Service Representative to interact with customers across phone, email, chat, and in person, ensuring a positive experience. You will resolve issues, process orders, and maintain accurate records in a fast-paced office or call center.

The role may include evening, weekend, or holiday shifts, with at least two Saturdays per month and at least two evenings per week based on business needs. Heartland Home Service is an equal opportunity employer.

Qualifications

• Excellent verbal and written communication skills in customer interactions.
• Strong problem-solving and conflict resolution abilities.
• Active listening, empathy and ability to handle multiple tasks.
• Attention to detail and accuracy in data entry and records.

Responsibilities

• Answer inquiries via phone, email, live chat, or in person.
• Resolve product or service issues and determine solutions.
• Process orders, returns, exchanges, and refunds.
• Maintain accurate customer records and update accounts.
• Escalate complex issues to appropriate departments.
• Follow up with customers to ensure resolution and satisfaction.
• Provide product and service information and meet performance metrics.

Skills

Verbal communication

Written communication

Problem solving

Active listening

Multitasking

Time management

Patience

Attention to detail

Education

High school diploma

Associate/Bachelor preferred

Tools

CRM systems

Call center tools

Microsoft Office

Job description

Job Description:Job description: Customer Service RepresentativeReports To: Customer Service ManagerJob SummaryThe Customer Service Representative is responsible for interacting with customers to provide information, resolve issues, and ensure a positive customer experience. This role involves handling inquiries via phone, email, chat, or in person while maintaining professionalism and efficiency.Key ResponsibilitiesRespond to customer inquiries via phone, email, live chat, or in person.Resolve product or service issues by clarifying customer concerns and determining appropriate solutions.Process orders, returns, exchanges, and refunds.Maintain accurate customer records and update account information.Escalate complex issues to appropriate departments when necessary.Follow up with customers to ensure resolution and satisfaction.Provide product and service information to customers.Meet performance metrics such as response time, resolution time, and customer satisfaction.Required QualificationsHigh school diploma or equivalent (Associate's or Bachelor's degree preferred).Previous customer service experience preferred (1+ years).Familiarity with customer support software, CRM systems, or call center tools.Basic computer skills (Microsoft Office, email systems, data entry).Skills & CompetenciesExcellent verbal and written communication skills.Strong problem-solving and conflict resolution abilities.Active listening skills and empathy.Ability to multitask and manage time effectively.Patience and professionalism under pressure.Attention to detail and accuracy.Work EnvironmentOffice or call center setting.May involve sitting for extended periods.Possible evening, weekend, or holiday shifts depending on business needs.Must be available to work a minimum of two (2) Saturdays per month .Must be available to close at least two (2) evenings per week based on business needs and scheduling requirements.Benefits401(k) matchingDental insuranceHealth insurancePaid time offVision insuranceWork LocationIn PersonHeartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.