CSR/Executive Assistant

Job Description

Job Description

Established 3rd generation family-owned and operated Heating & Air Conditioning company offering remarkable customer service is looking for a trusted professional representative to join our team. We are looking for someone capable of doing the basic duties of a CSR and also help management team with follow-ups, task organization, and more.

Customer Service Duties and Responsibilities:

• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
• Answer and manage incoming calls, emails, chats, and/or interactive voice response systems.
• Ability to memorize, recall, or research answers quickly.
• Excellent customer care and focus; ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
• Ability to learn and follow all customer service procedures and policies.
• Strive to meet and go above personal and team targets, goals, and quotas.
• Aim for customer resolution and return.
• Record, organize, and file customer interactions and profile/account changes.
• Assist management with follow-ups, task organization, and more. 
• On-call for phones on a rotating schedule.

Customer Service Requirements and Qualifications:

• High school degree or equivalent.
• Previous experience in customer support, client services, sales, or a related field.
• Excellent at communicating over the phone and handling phone systems.
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts.
• Able to concentrate on multiple problems at once.
• Excellent time management and prioritization skills.
• Ability to answer the phone, listen actively, relay information, and type basic information simultaneously.
• Customer-focused for a positive customer experience and resolution.

About Wally Falke's Heating & Air Conditioning:

We have been proudly serving the Central Valley as Indoor Comfort Experts since 1969, offering residential and light commercial installation, maintenance and repair on all makes and models. Our goal is delivering comfort at the best value to our customers - this is what we do best!