Customer Service Representative (Part-Time)

About the Role: As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance pay directly tied to results – You deliver for us, we deliver for you
• Secure your financial future – 401(k) with company match
• We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of an institutional investor

Customer Service Representative Key Responsibilities:

• Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.

• Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
• Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.
• May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
• Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
• Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
• Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
• Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
• Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
• Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
• Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
• Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
• Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Customer Service Representative Qualifications:

• Previous experience in customer service, preferably in a service-oriented industry.

• Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
• Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
• Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
• Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
• High school diploma or equivalent.

Customer Service Representative Interpersonal Qualifications:

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

Shift Preference: Afternoon-Evening 

About Us:
Comfort Matters is one of the fastest growing HVAC companies anywhere. And the cool part for our team and our customers: that growth is coming from a relatively small service area in the Western Suburbs we’ve chosen to concentrate on. That allows us to travel less and offer better service to our customers. That, of course, allows us to do work we’re proud of and excited about even if it means staying late on a Saturday. All of which means more and more people open the door with smiles on their faces when our techs come knockin’. 

Comfort Matters is an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.