JOB TITLE: Customer Service Representative

Job Brief: Currently seeking Outbound/Inbound Customer Service Representative and dispatcher for a family owner residential heating & air conditioning company located in Rolling Meadows to join our team. We want you to have self direction to take initiative to see problems and fix them. Must have positive attitude and a friendly disposition.

Job Purpose: The Customer Service Representative is responsible for providing administrative support to the General Manager and other coworker as required.

Duties and Responsibilities: The Customer Service Representative interacts with customers on behalf of the organization.

• Outbound happy calls following up with prior services.
• Manage incoming calls and texts.
• Following up on prior service visits offering all products and services.
• Data Entry when needed.
• Follow-up on open estimates
• Acts as the company gatekeeper, ensuring that calls are directed to the appropriate person/department.
• Recommends potential products or services to customers.
• Request customer referrals
• Informs customer of special deals and promotions.
• Schedule service/maintenance calls.
• Schedule sales surveys.
• Dispatch to technicians and installers.
• Takes orders for inside sales.
• Handle special projects as requested.
• Maintain parts records for inventory on vehicles and in office.
• Data entry as required.
• Text customers regarding specials, tune-ups and renewals.
• Build relationship and trust with customer.
• Handle customer complaints.
• Follow company policies and processes.
• Perform miscellaneous office tasks as required

JOB DUTIES:

Hours

• Monday-Saturday, flexible as agreed
• 7am to 3:30pm with a rotating Saturday Schedule of 8-12
• Busy season hours may require overtime
• Schedule Service Calls & Ensure Complete Customer Satisfaction
• Outbound calling in first priority
• Outbound calls offering all products and services offered by Champion Services
• Follow-up on all open quotes, including residential & commercial customers for service, repairs, & equipment
• Happy calls ensuring complete customer satisfaction... do whatever it takes
• Address customer questions & concerns to complete satisfaction
• Ask for customer referrals with all applicable customer contact
• Update existing customer account information during every customer interactions
• Create new customer accounts
• Schedule all service, repair, & estimates in coordination with dispatch & schedule availability
• Assist with customer service phone support as required
• Perform miscellaneous office tasks as required
• We work as a team and do whatever it takes

This position, as all positions at American Star, are always changing. New assignments may be added and existing assignments revised at any time.

Job Type: Full-time

Pay: From $18.00 per hour with performance based incentives and spiffs.

Requirements:

• Multi-task ability.
• Excellent communication skills.
• Proven customer support experience.
• Available to work Saturdays when requested.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Work Location: In person