What are the responsibilities and job description for the Customer Service Rep position at Iceberg Heating & Cooling?
Job Description:
Job Purpose: Help keep our crews working & ultimately our customers comfortable!
Responsible for interacting with the company’s customers by addressing inquires primarily through inbound and outbound calls.
Essential Functions:
1. Provide a first impression that radiates that our company is extremely competent and capable of handling the caller’s challenges.
2. Responsible for interacting with customers via multi-line phone system, email, or in person to provide support and information on products and services.
3. Engage in outbound and inbound calling to best keep the schedule full for the technicians.
4. Provide consistency to customers while utilizing the company best practices scripting & quality assurance guidelines.
5. Provide a WOW experience. Customers should recognize that the representative went above and beyond in the customer service experience.
6. Efficiently schedule the client based on company guidelines.
7. Accurately document information from the call into Service Titan & maintain customer accounts and records of customer interaction with detailed notes, complaints, or comments, prior experiance with Service Titan big plus.
8. Customer Service Representative will forward request to appropriate departments when applicable.
9. Educate the customer on the membership benefits and complete accurate enrollments
10. Provides maintenance membership information to customers.
11. Responsible for electronic filing, scanning, and mailings as needed.
12. Expected to familiarize yourself with the call center & company procedures, processes and policies.
13. Expected to maintain a friendly, helpful and team like atmosphere among co-workers.
14. Place stock orders and work with management on dispatching.
15. Completes special projects and other duties as assigned.
Must be Available from 8-5pm Monday - Friday and Occasional Weekend during Peak of Demand Season. For HVAC is typically July - August and December - February.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Shift availability:
- Day Shift (Required)
Work Location: In person
Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.