Customer Service Rep

Job Title: HVAC Customer Service Representative
Department: Customer Service/Support
Reports To: Customer Service Manager or HVAC Service Manager
Job Summary:
The HVAC Customer Service Representative is responsible for handling customer inquiries, scheduling service appointments, and providing support to both customers and field technicians. This role requires a strong understanding of HVAC services and products, excellent communication skills, and the ability to resolve issues efficiently to ensure customer satisfaction.

Key Responsibilities:
Customer Inquiry Handling: Respond to customer inquiries via phone, email, or in person, providing information on HVAC services, products, and pricing.
Appointment Scheduling: Coordinate and schedule service appointments, installations, and maintenance visits, ensuring efficient use of resources and technician time.

Issue Resolution:
Address and resolve customer complaints or issues, escalating complex matters to management or technical specialists as necessary.
Data Management: Maintain accurate and up-to-date records of customer interactions, transactions, feedback, and services rendered.

Collaboration:
Work closely with HVAC technicians, sales teams, and other departments to ensure seamless service delivery and customer experience.
Product and Service Knowledge: Stay informed about the latest HVAC products, technologies, and services to provide accurate information to customers.

Feedback Collection:
Solicit and compile customer feedback to identify trends, potential areas of improvement, and customer satisfaction levels.
Administrative Support: Perform administrative tasks related to customer service and support, including processing orders, billing, and payment follow-up.

Skills and Qualifications:
Proven experience in customer service, ideally in the HVAC industry or a related technical field.
Strong verbal and written communication skills.
Ability to multitask, prioritize, and manage time effectively.
Familiarity with CRM systems and practices.
Basic understanding of HVAC systems and terminology is preferred.
Excellent problem-solving skills and the ability to work under pressure.
Strong interpersonal skills and a customer-focused approach.

Working Conditions:
Primarily web-based with standard office hours, though some roles might require flexibility for evening or weekend work depending on business needs.

Conclusion:
The role of an HVAC CSR is pivotal in maintaining high levels of customer satisfaction and loyalty. It involves a blend of technical knowledge, customer service excellence, and administrative proficiency to support the effective delivery of HVAC services.