Customer Service Representative

JOB DESCRIPTION

JOB TITLE: Customer Service Representative

EMPLOYER: Loving Air Inc

SUMMARY: Provides customers with courteous customer service in person or over the phone in; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.

DUTIES AND RESPONSIBILITIES:

• Provides information to customers including but not limited to balances, histories, and services.

• Assists customers in any issues with their accounts.

• Performs maintenance, placement/removal of holds, and changes for all account types.

• Provides timely resolution of customer complaints, concerns, and inquiries.

• Builds effective relationships and trust with customers and potential customers by listening to their needs and educating them about the products and services that are most appropriate to their situation.

• Responds effectively to customers requesting to cancel services, determining the reason and offering possible alternatives.

• Maintains knowledge of changes to HVAC environment, HVAC competition, and customer business environment.

• Supports marketing campaigns and product launches.

• Accurately completes call and job tracking daily.

• Processes transactions.

• Cross-sells products by making quality referrals and recognizing opportunities to refer customers to others who are more knowledgeable.

• Processes customer transactions including but not limited to payments renewals, cancellation requests, selling memberships; ensures all necessary information is in place prior to completing transaction.

• Answers phones and schedules services for new and existing customers ensuring all information is accurately entered.

• Prepares reports and correspondence as needed.

• Makes outbound calls to current and previous customers as well as making cold calls to potential new customers. Represent our core values
  • Sense of Urgency
  • Positive Attitude
  • Team Player
  • Willingness to Learn and Teach
  • Integrity
• Represent our company Focus
  • To provide premier HVAC services to residential home owners and faith-based organizations near where we live.

• Performs other related duties as assigned by management.

QUALIFICATIONS:

• One to two years related experience or equivalent.

• Excellent customer service skills.

• Excellent verbal and written communication skills.

• Proficient on Microsoft Office Products, Service Titan experience preferred.

• Commitment to excellence and high standards.

• Strong organizational skills; able to manage priorities and workflow.

• Ability to work independently and as a member of various teams and committees.

• Ability to understand and follow written and verbal instructions

• Professional appearance and demeanor

• Ability to perform diversified clerical functions and basic accounting procedures.

• Ability to effectively communicate with people at all levels and from various backgrounds.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

• Bilingual skills a plus.

• Acute attention to detail.

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand

• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• Continually utilize visual acuity to operate equipment, read
  technical information, and/or use a keyboard
• Occasionally required to carry items less than 25 pounds

• Occasionally work around fumes, airborne particles, or toxic chemicals
• Occasionally loud noise (examples: fork lift)
• Additional remarks regarding work environment almost entire day is spent on phones.
• Specialized equipment, machines, or vehicles used VOIP phones and headsets.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.