Eric Kjelshus Energy Heating And Cooling

Customer Service Representative (CSR)

Eric Kjelshus Energy Heating and Cooling is a leading provider of heating and cooling solutions dedicated to delivering exceptional service and innovative products to our valued customers. With a strong commitment to excellence and a focus on customer satisfaction, we take pride in our team of dedicated professionals who uphold our core values of integrity, reliability, and quality.

Learn more about us at: https://ericsenergy.com/

As a Customer Service Representative at Eric Kjelshus Energy Heating and Cooling, you will play a vital role in ensuring the seamless delivery of our services to our valued customers. Your responsibilities will include responding to customer inquiries, scheduling maintenance calls, maintaining customer records, and supporting the Service Manager with marketing initiatives. We are seeking an individual who is passionate about delivering exceptional customer experiences and is committed to upholding our company's standards of excellence.

Responsibilities: 

• Respond to all messages left overnight.
• Schedule and coordinate all maintenance calls as they are received.
• Maintain the CSR tracking board and filing system.
• Manage Maintenance Agreements, including billing, scheduling, and customer database information.
• Assist the Service Manager with marketing issues as directed.
• Update customer files with relevant information.
• Type service agreement proposals for new customers.
• Maintain customer history files in the database.
• Develop and maintain a system for CSR procedures, scripts, and training of new CSR personnel.
• Demonstrate a positive attitude and demeanor with customers.
• Review each service invoice for accuracy and note exceptions if any.
• Minimize customer complaints and return trips/callbacks due to scheduling inefficiencies.
• Ensure 100% accuracy of customer history and Maintenance Agreement files.
• Timely submission of billing information to accounting.

Qualifications:

• Proven experience in customer service or a related field is required.
• Knowledge of HVAC systems and terminology is a plus
• Strong organizational and multitasking abilities.
• Strong problem-solving abilities and a customer-focused mindset
• Excellent communication and interpersonal skills.
• Proficiency in using customer service software and tools, and maintaining accurate records and databases.
• Ability to work effectively in a fast-paced environment.
• Enjoys working and talking on the phone with customers often.

Salary and Benefits:

• Full Time
• Starting salary: $45,000 - $55,000 per year, commensurate with experience.
• Performance Bonus.
• 401k.
• Basic Insurance.
• Generous training.
• 2-3 weeks PTO.
• Family-oriented business.