Office Assistant - Customer Service Specialist

Redmond's Complete Comfort | Lock Haven, PA

We are a family-owned & operated full-service HVAC, plumbing, & electrical company serving central PA. Our skilled, diverse team is committed to delivering exceptional services, from expert advice to top-tier maintenance and installation, all while fostering a supportive environment for professional growth.

Why Work With Us?

• Join a company known for its integrity and commitment to positively impacting the community.
• We care about your well-being and support both your professional and personal needs, including your family.
• Be valued and challenged in a supportive environment where you can make a real difference in our community and customers' lives.
• Could-based dispatch software - We use Service Titan (no paper!)
• Consistent weekly pay schedule

Office Assistant - Customer Service Specialist

This position is the frontline support for customers, responsible for providing helpful information, answering inquiries, and addressing complaints in a professional and timely manner.

Pay Range: $18.00 to $21.00 per hour | depending on experience

Work Hours: 8:00am to 5:00pm | Monday to Friday | overtime as required

Benefits:

• Health Insurance: Company covers 75% of the employee premium, 25% for dependents
• Retirement Plan: IRA with 3% company match
• 3 PTO / sick days
• 6 paid holidays 2 paid floating holidays (Easter & your birthday)!
• 40 hours paid vacation

What You Will Be Doing:

• Respond to and direct incoming calls in a timely and professional manner while maintaining strong communication with customers
• Assist clients through phone, email, online messaging, and face-to-face interactions by providing helpful information about company products and services
• Organize and manage service appointment scheduling
• Coordinate technician dispatching and daily routing
• Handle warranty submissions and equipment registrations accurately
• Maintain organized warranty and return documentation in both digital and paper formats
• Process warranty claims and keep all related files up to date
• Inform customers about available products, services, and company offerings
• Support outbound communication efforts, including confirmation calls, membership renewal follow-ups, and estimate follow-ups
• Update and maintain customer profiles, records, complaints, and communication history
• Deliver exceptional customer service and ensure a positive customer experience
• Utilize ServiceTitan CRM and dispatch software daily for scheduling, customer management, and workflow tracking

What We Are Looking For:

• High school diploma or equivalent
• 1 year of customer service experience
• Proficient in basic computer applications, including Microsoft Word, Excel, and Outlook
• Professional, courteous, and approachable attitude when assisting customers
• Strong written and verbal communication abilities
• Excellent customer support and relationship-building skills
• Strong attention to detail with accurate typing and data entry capabilities
• Capable of handling multiple tasks while resolving issues efficiently
• Previous experience or familiarity with the HVAC or plumbing field is considered an asset