HVAC Senior Customer Service Representative

Rellaire Smart Home Systems; Crystal Lake (IL); On-site; USD 42,000 - 52,000; Full time

Job summary

A heating and cooling company is seeking a bilingual (English/Spanish) HVAC customer service manager. Responsibilities include answering customer communications, scheduling appointments, and improving service processes. The ideal candidate has over a year of customer service experience and excellent communication skills. Evening and weekend shifts are required, offering an opportunity to deliver 5-star customer service.

Qualifications

• 1+ years of experience in high-level customer service for heating and air conditioning.
• Fluent in both English and Spanish.
• Excellent communication skills and excellent data entry skills.
• Excellent communication and data entry skills.
• Some formal customer service training is a plus.

Responsibilities

• Answer phones, emails, and live chats on weeknights and weekends.
• Schedule customer service appointments.
• Respond to customer service issues.
• Improve 5-star customer service processes.
• Work within the CRM to track customers and appointments.
• Work within the CRM to accurately track customers, appointments, parts, and equipment.
• Help fulfill warranty, invoice, and other customer paperwork activities.
• Work as a team and support the team members around you.
• Work independently and get the job done right the first time.
• Think on your feet and bring solutions to the problems at hand.

Skills

Bilingual (English/Spanish)

Customer service experience

Communication skills

Data entry skills

Education

High school diploma, GED, or equivalent

Tools

CRM software

Job description

Overview

HVAC-Experience English/Spanish Customer Service Nights and Weekends.

Our fast-growing heating and cooling company is looking for an amazing bilingual (English and Spanish-speaking) experienced HVAC customer service manager to join our award-winning team, to be on-call Wednesdays to Fridays from 9 pm to 7 am central time, and on shift Saturdays and Sundays from 8 am - 3 pm central time. We believe in working hard, creating happy customers, and living our values.

This position is primarily responsible for answering phones, responding to emails and chats, and other customer communications. This position will also work within the CRM to log customer appointments, help with scheduling, and otherwise help create a 5-star customer service process. HVAC experience is a must!

Job Duties and Responsibilities

• Answer phones, emails, and live chats on weeknights and weekends.
• Schedule customer service appointments.
• Respond to customer service issues.
• Correspond quickly and accurately between employees in the field, the management team, and customers.
• Follow and help improve our 5-star customer service processes.
• Work within the CRM to accurately track customers, appointments, parts, and equipment.
• Help fulfill warranty, invoice, and other customer paperwork activities.
• Work as a team and support the team members around you.
• Work independently and get the job done right the first time.
• Think on your feet and bring solutions to the problems at hand.
• Be on time always, and be able to speak confidently with customers.
• Be willing to give and receive feedback to improve yourself, your team, and the company.

Required Credentials

• 1+ years of experience in high-level customer service for heating and air conditioning.
• Fluent in both English and Spanish.
• A high school diploma, GED, or equivalent.
• Excellent communication skills and excellent data entry skills.
• Some level of formal customer service training is a plus (including from other high-end hospitality brands).

To Apply

• Visit https://rellaire.com/careers/
• Scroll down and follow the instructions