Job description
Summary:
The purpose of the Customer Service Representative (CSR) position is to be the first point of contact for our customers to provide them with information about our products and services. This is a highly focused position to ensure that we understand and satisfy our customers’ HVAC and electrical needs. The goal of this position is to provide excellent customer service with a friendly, professional experience for all Robin Aire customers.
Responsibilities & Duties:
- Responsible for inbound and outbound calls, including scheduling appointments and responding to general customer inquiries
- Consult with customers by telephone to provide information about our products and services, enter work orders, and obtain details of complaints to find resolutions
- Keep record of customer interactions, transactions, inquiries, etc.
- Properly document work orders to ensure appointments are completed efficiently and properly
- Collect deposits/payments and arrange for billing
- Provide support to technicians in the field to ensure they can provide excellent HVAC services
- Various administrative duties and other duties as assigned
Required Skills, Knowledge, and Abilities:
- Work Experience: 1-year direct customer service experience, preferably interacting with customers over the phone
- Education: High School Diploma or GED
- Computer Skills: prior experience withCustomer Relationship Management (CRM) software, Microsoft Office programs, and Outlook
- Cross-functional skills: well versed in multi-linetelephone use, excellent communication skills, and proper phone etiquette
- Administrative skills: knowledge of managing customer accounts
- Communication Skills: excellent verbal and note-taking skills
- Social Perceptiveness: aware of others' reactions and ability to understand their reasoning
- Critical Thinking: using logic and reason to identify the strengths and weaknesses of solutions
- Misc. Skills: reliable and punctual; impeccable attention to detail and unwilling to cut corners; ability to deal comfortably with a diverse customer base
- Requirements for employment: ability to pass a drug screen and a background check
Preferred Skills, Knowledge, and Abilities:
- Work Experience: 3-years direct customer service experience, AND/OR 1-year customer service experience in a trade field, specifically HVAC/Plumbing
- Language Skills: Multi- or Bi-lingual
Benefits & What We Offer:
- Hybrid working option after 3-4 month on-site training period
- Health, Dental, and Vision Insurance, with HSA and FSA options
- 401k with 4% company match after 6 months of employment
- Company paid Short-term Disability, Long-term Disability, and Life Insurance
- Paid vacation days and holidays
- WFH option for periodic Saturday shift (8am-2pm)
- Employee discount and employee assistance program
- Work in a fun, accepting atmosphere
- $5,000 retention bonus
**Veterans are strongly encouraged to apply**
Job Type: Full-time
Pay: $36,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Wixom, MI 48393: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Work Location: One location
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