What are the responsibilities and job description for the Customer Service Representative position at One Hour Heating & Air Conditioning Hampton Roads?
Description
Do you have a talent for making people feel heard and supported, especially over the phone? We’re looking for dedicated full-time skilled Customer Service Representatives who thrive on solving problems, building genuine connections, and delivering exceptional service with every conversation.
Key Responsibilities
Do you have a talent for making people feel heard and supported, especially over the phone? We’re looking for dedicated full-time skilled Customer Service Representatives who thrive on solving problems, building genuine connections, and delivering exceptional service with every conversation.
Key Responsibilities
- Promptly answer incoming calls to provide a responsive and personalized customer experience
- Accurately verify, update, and maintain customer information and service details within our CRM system
- Schedule appointments with urgency and precision, following daily capacity guidelines and service priorities
- Collaborate with field technicians to ensure service records are completed and checked out correctly
- Respond to customer inquiries via phone, chat, and email with clarity, professionalism, and attention to detail
- Minimum of 1-3 years of direct experience providing excellent customer service over the phone
- Ability to multitask, update notes in CRM, and keep up with phone conversations within a fast-paced environment
- Previous dispatch experience is strongly preferred, including scheduling and coordinating field technicians based on availability, priority, service capacity, and daily technician KPIs.
- Direct, hands-on experience with CRM software, specifically Service Titan (required)
- Positive, customer service-driven attitude
- Strong communication skills
- Ability and desire to work independently, come up with solutions, and know how to use your resources
- Must be eligible to work evenings, weekends, and holidays as scheduled
- Affordable benefits for full-time employees: Up to 90% Employer-Paid Medical, Dental, Vision coverage for employees, Short-Term/Long-Term Disability Insurance
- 401(k) plan with company match
- Paid Time Off accrued quarterly, paid holidays, and birthdays off
- Teammate & Family Discount
- Paid training and opportunities for advancement