Customer Service Representative

Job Description

Job Description

Redmond's Complete Comfort | Lock Haven PAWe 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.Customer Service Representative | $18.00 to $21.00 per hour, depending on experienceWork Hours: 8:00am to 5:00pm | Monday to Friday | overtime as requiredJob Duties: Answer and route incoming calls promptly with clear, professional communicationAssist customers via phone, email, chat, and in person with accurate information about products and servicesSchedule and coordinate service calls in line with company proceduresManage warranty registrations, claims, and documentationMaintain organized records for warranties, returns, and customer interactionsProcess warranty claims and keep both digital and physical files up to dateSupport the Service Dispatcher to ensure seamless daily operationsEducate customers on products, services, and policiesConduct outbound calls including appointment confirmations, follow-ups on expiring memberships, and unsold estimatesMaintain detailed customer account records, including inquiries, complaints, and feedbackDeliver a consistently high-quality customer experienceUse ServiceTitan (CRM/dispatch software) daily to manage workflowsBenefits:Health Insurance: Company covers 75% of the employee premium, 25% for dependentsRetirement Plan: IRA with 3% company match3 PTO / sick days 6 paid holidays + 2 paid floating holidays (Easter & your birthday)!40 hours paid vacationQualifications:Minimum of 1 year of customer service experienceProficiency in Microsoft Office (Word, Excel, Outlook) and general computer skillsExcellent verbal and written communication abilitiesStrong interpersonal skills with a friendly, patient, and professional approachAdvanced customer service skills with a focus on delivering a high-quality customer experienceHighly organized with strong attention to detailAbility to multitask and prioritize in a fast-paced environmentComfortable using CRM systems (ServiceTitan experience is a plus)Problem-solving mindset with a positive, team-oriented attitudeHigh school diploma or equivalent required