Customer Service Representative

A renowned entity within the HVAC and comfort industry is seeking a Customer Service Representative to join their team in New Castle, DE.
What they offer:
- Comprehensive benefits package including 401(k) with company match, medical, dental, and vision insurance, and more.
- Opportunities for advancement within the organization's extensive network.
- Generous paid time off (PTO) policy, parental leave, and special discounts on various services.
Key Responsibilities:
- Adopt and excel in utilizing a designated call script to manage customer inquiries effectively, leaving a memorable and professional impression.
- Engage in continuous learning through regular training sessions, enhancing skills and knowledge to support and uplift customer experiences.
- Accurately update the customer database, ensuring seamless service delivery and communication.
- Collaborate closely with dispatch and management to optimize service appointment coordination and resolve inquiries swiftly.
- Deliver unparalleled Customer Service, responding promptly to customer queries, recognizing, and addressing concerns, thereby ensuring satisfaction.
- Efficiently schedule service and sales appointments, maximizing resource allocation and customer satisfaction.
- Handle both inbound calls and emails, along with conducting outbound follow-ups, providing thorough and proactive customer support.
- Gain comprehensive product knowledge to assist customers effectively, offering detailed information on services and products available.
- Process orders and service requests meticulously, ensuring accuracy and promptness in meeting customer needs.
- Document customer interactions comprehensively for a clear record of transactions and communications, facilitating timely follow-ups.
- Work collaboratively across teams to meet customer needs and resolve issues promptly, maintaining the organization's standard for excellence.
Qualifications:
- A minimum of 3 years of experience in a professional setting, with a strong preference for candidates with prior call center or Customer Service roles.
- Exceptional communication skills, with the ability to maintain composure under pressure.
- A positive, motivating personality, capable of inspiring confidence and calm in customers.
- Professionalism in demeanor, with a self-motivated and disciplined approach to tasks.
- Competitive and ambitious nature, coupled with a high level of Customer Service skills.
- Proficiency in Microsoft Office and a high level of digital literacy.
- Prior knowledge or experience within the HVAC industry is advantageous but not essential.