Customer Service Representative (CSR)

JOB DESCRIPTION

Job Summary:  Processes service requests, prepares paperwork for escalated calls, and fulfills customer needs to ensure full customer satisfaction, using both common and proprietary concepts, practices, and procedures within call center environment.

Job Duties: 

  • Provide Fast Friendly and Fun customer service to both internal and external customers 
  • Answer incoming calls related service, billing, and other departments
  • Schedule service/estimate appointments in a timely manner
  • Make out bound calls to book, confirm, and survey upcoming or completed appointments
  • Manage customer concerns and work to resolve them efficiently and effectively
  • Other assigned duties as directed by management
  • Help less experienced representatives understand our Brand, Policy and procedures
     

JOB REQUIREMENTS

Education and Experience: 

  • High school diploma or equivalent
  • 2-5 year experience in a customer service environment
  • Intermediate knowledge of standard concepts, practices, and procedures within HVAC.

Key Competencies:

  • Honesty and integrity
  • Excellent customer service skills
  • Ability communicate empathy
  • Critical Thinking and Problem solving
  • Detail oriented 
  • Adept learner
  • Able to multitask
  • Proven ability to process high volumes of work with great accuracy
  • Basic knowledge of Microsoft Office applications (Outlook, Excel, Word)
  • Advanced Knowledge of Successware21 a plus
  • Excellent written and verbal communication skills 

Physical Requirements: 

  • Must be able to sit for long periods of time
  • Must be able to work varying shifts including days, nights, and weekends 
     

Equal Employment Opportunity
Quality Home Maintenance dba George Brazil Air Conditioning & Heating is committed to an equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally‑recognized basis including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law. In Arizona, the following also are a protected class: race, color, religion, sex, age, disability, AIDS/HIV status, national origin, status as a cardholder for medicinal marijuana, and genetic test results.

 

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