Digital Champion Customer Service Representative

Job Description

Job Description

Description:

Western Heating + Air + Plumbing is seeking a dedicated Customer Service Rep to join our team. We are a company that prides itself on our core values of Family, Integrity, Excellence, and Gratitude . Our team is the heart of our service, and we strive to provide an environment that reflects these values in every interaction.

The Digital Champion CSR , will act as a liaison, provide product/service information, and resolve any emerging problems with accuracy and efficiency that our customer accounts might face. This role is responsible for championing our digital communication experience, including live chat, chirps, and email correspondence, while continuing to support our customers through inbound and outbound phone calls.

Why Join Us?

We understand the significant impact your job has on you and your loved ones, so we offer a comprehensive benefits package to support your health, family, and lifestyle.

• Work Life Balance: We understand the importance of ensuring that you have time with your families.
• Benefits: We pay almost 100% of your healthcare premiums and 50% for your family!
• Retirement Plan: 401k with company match.
• Paid Time Off: 13 vacation days + 6 paid holidays!
• Career Growth We offer a clear path for advancement, whether you're looking to grow within the customer service department as a CSR Lead or explore other departments within the company.

Job Responsibilities:

• Serve as the primary champion for digital customer interactions, ensuring timely responses and an exceptional customer experience.
• Remain actively engaged in the phone queue, handling inbound and outbound calls while balancing digital communication responsibilities.
• Generate sales leads and maximize booking opportunities across all communication channels.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Schedule:

• 11:30am - 8pm during the summer (until September)
• 10:30am - 7:00pm (September - May)
• Weekends (Rotating Saturdays)