Customer Service Representative

Job Description

Job Description

About the Role:

In this role you will be at the front lines greeting our customers and setting the stage for a positive customer experience.  Your primary assignment will be to create service request jobs into our software system and assign them to service technicians.  As a CSR, you will be responsible for providing exceptional customer service to our clients and ensuring their satisfaction with our products and services.

Responsibilities:

• Answering and responding to customer inquiries via phone, email, text and in-person
• Providing accurate information about our products and services to customers
• Handling customer complaints and resolving issues in a timely and professional manner
• Maintaining customer records and updating customer information in our database
• Collaborating with other departments to ensure customer satisfaction
• Perform counter sales for walk in customers looking to buy filters & parts
• Assist with outbound mail processing

Minimum Qualifications:

• High school diploma or equivalent
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Proficiency in Microsoft Office and customer service software

Preferred Qualifications:

• Experience with Service Titan software
• Associate's or Bachelor's degree in Business Administration or related field
• Previous experience in customer service or related field
• Bilingual in English and Spanish
• Familiarity with construction industry terminology and practices

Skills:

As a CSR, you will utilize your excellent communication and interpersonal skills to provide exceptional customer service to our clients. You will also use your strong problem-solving and conflict resolution skills to handle customer complaints and resolve issues in a timely and professional manner. Proficiency in Microsoft Office and customer service software will be essential in maintaining customer records and updating customer information in our database. Additionally, familiarity with construction industry terminology and practices will be beneficial in providing accurate information about our products and services to customers and collaborating with other departments to ensure customer satisfaction.

Harker Heating is an Equal Employment Opportunity/Affirmative Action Employer