Customer Service Representative

Customer Service Representative - HVAC$17.25-$22.25 per Hour | Full-Time | Monday-FridayQuality Service Company, LLC has been serving the community since 2003. As a locally owned and operated HVAC company, we take pride in building lasting customer relationships through dependable service, honest communication, and a team that cares about doing things the right way.We are hiring a Customer Service Representative - HVAC to help deliver an excellent experience to our customers from the moment they call our office.This is much more than simply answering phones. You'll communicate with new and existing customers, assist with their HVAC service needs, follow up on maintenance plan opportunities, and help make sure customers stay connected with Quality Service Company.If you're comfortable on the phone, enjoy helping people, and aren't afraid to follow up with customers about additional services and maintenance programs, we'd like to talk with you.Your Day-to-DayAs part of our customer service team, you'll manage a variety of customer interactions throughout the day, including:Handle incoming calls from customers needing HVAC service or informationListen to customer needs and help determine the appropriate next stepProvide information about available services and preventative maintenance optionsReach out to customers regarding maintenance plan opportunitiesFollow up with customers who have expressed interest in a maintenance membershipAssist existing maintenance plan customers with questions and renewalsMake outbound calls to reconnect with customers and follow up on open opportunitiesHelp customers arrange service and preventative maintenance appointmentsCheck in with customers following completed service when appropriateAddress questions and concerns in a professional, customer-friendly mannerDocument conversations and maintain accurate customer account informationRespond to customer emails and other incoming communicationsRecognize opportunities where additional HVAC services may benefit the customerCoordinate with technicians and the service department when customer assistance is neededProvide additional administrative support to the office as necessaryThe position is designed around customer communication, relationship building, maintenance-plan follow-up, and providing ongoing support rather than functioning primarily as a dispatch role.Building Long-Term Customer RelationshipsGreat customer service doesn't end when the phone call does.An important part of this position is staying in touch with customers and following through on opportunities. You'll have conversations about preventative maintenance and our maintenance plans, explain how these programs can benefit the customer, and follow up with people who may be interested.We're not looking for an aggressive salesperson. We want someone who can naturally combine customer service with sales-minded follow-through-someone comfortable recommending a service when it makes sense and asking a customer if they're ready to move forward.Who We're Looking ForYou may be a good fit if you're someone who enjoys talking with people, stays organized, and takes ownership of making sure customers receive the help they need.We're especially interested in candidates who bring:Previous customer service, call center, or customer-facing office experienceA friendly and professional phone presenceStrong verbal and written communication skillsConfidence handling a steady volume of incoming callsWillingness to make outbound customer follow-up callsComfort discussing maintenance programs and asking for the saleAbility to handle customer concerns calmly and professionallyStrong attention to detail when entering customer informationGood organizational and follow-up habitsAbility to balance multiple customer needs throughout the dayFamiliarity with Microsoft Word, Excel, and OutlookExperience using multi-line phone systemsBasic bookkeeping knowledge is helpfulHVAC or home-service industry experience is preferredServiceTitan experience is a plusCompensation & SchedulePay: $17.25-$22.25 per hour, depending on experienceSchedule: Monday-Friday, 8:00 AM-5:00 PM with a one-hour lunchOvertime: Additional hours may be available during peak seasons.BenefitsHealth Plan7 Paid Holidays per year401(k) after one yearGrow With Quality Service CompanyIf you're looking for a position where you can help customers, build relationships, and contribute to the growth of the business, this could be a great opportunity.We're looking for someone who will take ownership of the customer experience-from answering that first call to following up afterward and helping customers stay on top of their HVAC maintenance needs.No phone calls or in-office inquiries regarding this position. All candidates must apply online.