Customer Service Representative

Commercial Customer Service Representative

The Commercial Customer Service Representative (CSR) plays a pivotal role in managing and enhancing client relationships within the HVAC systems sector. This position is responsible for serving as the primary point of contact for commercial clients, ensuring their needs and inquiries are addressed promptly and effectively. The CSR will coordinate between clients, sales teams, and technical departments to facilitate smooth project execution and service delivery. By understanding the technical aspects of HVAC systems, the CSR will provide accurate information, troubleshoot issues, and support sales initiatives. Ultimately, this role aims to drive customer satisfaction, retention, and contribute to the overall growth of the company's commercial HVAC business.

Minimum Qualifications:

• High school diploma or equivalent; associate degree or higher in business, engineering, or related field preferred.
• Proven experience in a customer service role within the HVAC industry or a related technical field.
• Basic understanding of commercial HVAC systems, components, and terminology.
• Proficiency in using CRM software and Microsoft Office suite.
• Strong communication and interpersonal skills with the ability to manage multiple client accounts.

Preferred Qualifications:

• Certification or training in HVAC technology or commercial HVAC systems.
• Experience working with commercial clients in a technical sales or service capacity.
• Familiarity with project management tools and processes.
• Ability to read and interpret HVAC schematics and technical documents.
• Bilingual skills or additional language proficiency relevant to the client base.

Responsibilities:

• Respond promptly and professionally to commercial client inquiries regarding HVAC systems, services, and project status.
• Coordinate with sales, installation, and technical teams to schedule service calls, installations, and maintenance activities.
• Maintain detailed records of customer interactions, service requests, and follow-ups using CRM software.
• Assist in preparing quotes, proposals, and contracts tailored to client requirements and project specifications.
• Monitor ongoing projects to ensure timely completion and communicate updates or potential issues to clients.
• Provide technical support by interpreting HVAC system specifications and troubleshooting client concerns.
• Collaborate with internal teams to resolve billing, warranty, and service-related issues efficiently.
• Identify opportunities for upselling or cross-selling HVAC products and services to existing commercial clients.

Skills:

The required skills in HVAC systems enable the CSR to understand client needs accurately and communicate technical information clearly, which is essential for resolving issues and coordinating services. Proficiency in customer service ensures that the CSR can manage client relationships effectively, maintaining professionalism and responsiveness in all interactions. Knowledge of CRM software and organizational tools supports efficient tracking of customer interactions and project progress, facilitating seamless communication between departments. Preferred skills such as HVAC certifications and the ability to interpret technical documents enhance the CSR's capability to provide detailed support and contribute to technical discussions. Together, these skills empower the CSR to deliver exceptional service, support sales efforts, and foster long-term client satisfaction in a dynamic commercial environment.

Benefits:

• PTO Per Company Policy
• 6 paid holidays
• 401(K) plan, including company match
• Heathe Dental, Vision STD Life Insurance
• 125 Plan

Equal Opportunity Employer

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability.