The Customer Service Representative’s primary responsibility is to handle consumer and customer phone calls and inquiries related to products, troubleshooting, credits and part orders in a professional and efficient manner. The CSR serves as a liaison between sales, customers and consumers. The CSR will report to the Customer Service Manager.

Job Responsibilities

  • Maintain a positive and professional attitude with customers at all times.
  • Daily interaction with our customers via email, phone and live chat.
  • Product knowledge in order to troubleshoot and resolve consumer issues.
  • Regularly review customer feedback on various eCommerce sites to provide appropriate response and communicate with team members for product development needs.
  • Maintain individual call log in case ticketing system in details; i.e. method of contact, problem and action taken.
  • Update and follow up on cases in a timely manner.
  • Approve warranty replacements as needed and send credit forms.
  • Escalate cases as needed.
  • Identify and report potential defective trends.
  • Process part and replacement orders.
  • Complete individual projects as assigned by manager.
  • Support of other departments as needed.

Skills and Specifications

  • Excellent written and verbal communications skills.
  • Excellent customer service skills and experience.
  • Excellent phone demeanor and ability to stay calm in stressful situations.
  • Strong people and relationship development skills.
  • Strong people skills.
  • Strong analytical skills.
  • Strong follow up and resolution.
  • Thrives in a team work environment.
  • Displays on-time attendance and dependable reliability.

Technical Skills

  • Proficient with Microsoft Office Suite: Word, Excel.
  • Proficient with computers, common software, and web-based applications.
  • Minimum 2-3 years of experience in similar role.
  • HVAC industry experience preferred, but not required.

To Apply: Send your resume to [email protected], with the job title to which you are applying as the subject. Cover letters optional.