CALL CENTER CSR - Customer Service Representative

Job Description

Job Description

Customer Service Representative - Call Center CSR

Customer Service - Call Center CSR - Full Time / Hourly

Pay: $16.00 to $17.00 hourly + incentives

Schedule: Open availability to include Day and Evening shifts, Weekend availability, based on the needs of the business- Full-time, Onsite

Branch location: AMERICAN AIR & HEAT - Sanford FL 32773

The Customer Service Rep. converts incoming service request into booked calls for our Service Technicians. The CSR is the first line of communication with current and potential customers and serves a key role in building the customer relationship as well as setting the customers’ expectations about the company. .

• Deliver an exceptional customer experience by serving as the first point of contact for customers seeking service, support, or information
• Answer inbound calls, web leads, and customer inquiries with professionalism, urgency, and a solutions-oriented mindset
• Convert customer requests into scheduled appointments while educating customers on available services and addressing questions or concerns
• Build rapport with customers, identify their needs, and overcome objections to ensure they receive the service they need
• Make outbound calls to confirm appointments, follow up on unscheduled opportunities, and ensure customer satisfaction after service visits
• Accurately collect, update, and maintain customer information in company systems
• Partner closely with dispatch, technicians, and other departments to ensure a seamless customer experience from the initial call through service completion
• Communicate customer concerns, service updates, and scheduling information to the appropriate teams to ensure timely resolution
• Provide service window updates and proactive communication to customers throughout the service process
• Follow established processes and performance goals related to booking, customer satisfaction, and call quality
• Remain calm, professional, and customer-focused while handling high call volumes and resolving customer concerns
• Support daily office operations, opening and closing responsibilities, and other administrative duties as assigned

• Previous call center or customer service experience preferred
• Excellent verbal and written communication skills with a friendly, professional, and customer-focused approach
• Strong active listening, problem-solving, and multitasking abilities
• Comfortable working in a fast-paced environment while managing multiple priorities
• Self-motivated, dependable, and team-oriented with a strong sense of accountability
• Strong organizational skills, attention to detail, and ability to follow processes
• Proficient computer skills, including Microsoft Office; sales experience is a plus
• Receptive to coaching and committed to continuous improvement
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed
• High School Diploma or equivalent required; additional education is a plus

About Us:

Since 1986 American Air & Heat has been a value driven business. Focused on the mission of providing each client with prompt, professional and trustworthy information. Allowing each client to make the best decisions for their home, family and comfort, ensuring their 100% satisfaction.

Why join our team?

• Competitive Pay
• Weekly paycheck
• Performance Bonus
• 401(k) match & health benefits (Medical, Dental, Vision)
• Short & Long-Term Disability + Life Insurance
• PTO
• Employee Assistance Program

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE