Customer Service Position

Responsible for engaging with customers on behalf of the company. Duties include answering the phone calls and some emails to/from customers to answer questions, provide information about the company’s services, schedule service appointments, as needed and direct calls to the appropriate staff and departments. You will work with a team of CSRs and other departments to provide the best possible service to new and current customers.

Key Heating and Cooling is looking for a positive and professional Customer Service Representative to join our growing team in our Exeter, NH location. The Customer Service Specialist handles Customer Service requests, service booking, customer questions, complaints with the highest degree of courtesy and professionalism to resolve customer issues. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Company.

Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards
• Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat
• Helps to resolve issues by clarifying issues and escalating unresolved issues
• Maintains customer records by updating account information
• Accurately dispositions calls in call monitoring software
• Communicate with customers on the status of service calls
• Continually maintains working knowledge of company services
• Work with dispatch to improve accuracy in scheduling and speed of response
• Reliable attendance and on-time job performance
• Perform similar/other duties as needed or assigned.
• Works with the Installation department with permits and closing out permits.
• Data entry with QuickBooks software
• Registering all new equipment when installations are complete

Skills

• Positive attitude and ability/desire to learn
• Computer familiarity
• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Ability to adapt/respond to a diverse customer base
• Excellent communication skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

Job Type: Part time

Job Type: Part-time

Pay: $19.00 - $23.00 per hour

Benefits:

• Flexible schedule

Experience level:

• 2 years

Shift:

• 4 hour shift
• No nights

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Work Location: In person