Customer Service Representative

Burns & McBride - Customer Service Representative

Schedule: Monday through Friday and the occasional Saturday

Are you ready to embark on a career journey filled with purpose and passion?

Welcome to Burns & McBride Home Comfort, where every day presents an opportunity to make a difference in the lives of our customers and the communities we serve. As a beacon of excellence in the HVAC industry, we're not just about providing comfort – we're about creating extraordinary experiences that leave a lasting impact.

At Burns & McBride, we believe in the power of teamwork, innovation, and unwavering commitment to customer satisfaction. We're on a mission to redefine what it means to deliver top-tier HVAC services, and we're looking for a dynamic individual to join us on this exhilarating journey as an HVAC Customer Service Representative.

As an essential member of our Customer Service team, you'll wield your skills to transform incoming customer inquiries into valuable service and sales appointments, ensuring our customers receive the exceptional care they deserve.

If you're ready to embark on a rewarding career journey where every day brings new opportunities to shine, where your contributions are celebrated, and where your passion for excellence is fueled, then look no further than Burns & McBride. Join us, and together, let's create a world where comfort knows no bounds, and extraordinary is just the beginning.

In exchange for your skillset and commitment, we offer:

• Great Pay! $18 - $20 per hour
• 401(k) with Company Match
• High-quality, Affordable Medical, Dental, and Vision Insurance
• Health Savings Account with company contributions
• Company Paid Short-Term Disability Insurance, Life Insurance, and Long-Term Disability Insurance
• Opportunities for growth throughout our Sila Services Family of companies! (over 30 locations!)
• Paid Holidays
• Paid Time Off (PTO) that starts day 1!
• Parental Leave
• Special deals/Discounts on a variety of services and entertainment
• Family & friends discounts on services
• Yearly Performance Reviews

In this role, you will:

1. Master the Call Script: Learn our call script to sound professional and authentic when interacting with our valued customers, ensuring every interaction leaves a lasting impression.

2. Participate in Training: Engage in ongoing training sessions to continuously grow and develop as a professional, acquiring new skills and knowledge to better serve our customers.

3. Maintain Customer Database: Keep our customer database updated with complete and accurate information, ensuring seamless communication and personalized service for each client.

4. Coordinate with Dispatch and Managers: Maintain open communication with dispatch and your manager to ensure smooth coordination of service appointments and timely resolution of customer inquiries.

5. Provide Exceptional Customer Service: Respond promptly to customer inquiries, acknowledge and resolve issues, and ensure customer satisfaction through professional and courteous interactions.

6. Schedule Service and Sales Appointments: Schedule service appointments with our skilled technicians and sales appointments with our knowledgeable consultants, ensuring efficient utilization of resources and optimal customer experience.

7. Manage Inbound and Outbound Communications: Manage incoming calls and emails, as well as make outbound calls to follow up on service requests and sales inquiries, providing proactive support to our customers.

8. Obtain Product Knowledge: Develop a strong understanding of our products and services to effectively answer customer questions and provide accurate information about our offerings.

9. Process Orders and Requests: Process orders, forms, and requests accurately and efficiently, ensuring timely completion and fulfillment of customer needs.

10. Record Customer Interactions: Keep detailed records of customer interactions, transactions, comments, and complaints, maintaining a comprehensive overview of customer communications and ensuring timely follow-up.

11. Collaborate with Colleagues: Communicate effectively with colleagues as necessary, collaborating to address customer needs and resolve issues in a timely and efficient manner.

12. Ensure Customer Satisfaction: Strive to exceed customer expectations and provide professional customer support at every touchpoint, fostering long-term relationships and loyalty.

Requirements:

• The ability to work Monday through Friday + overtime
• 3+ years work experience in a professional environment.
• Call center experience/Customer Service experience is required.
• Excellent communication, organizational, and interpersonal skills.
• Ability to stay calm when customers are stressed or upset.
• Encouraging and motivating personality.
• A polished and professional demeanor.
• Self-motivation and discipline.
• An ambitious and competitive nature.
• Highly evolved Customer Service skills.
• A working knowledge of Microsoft Office and computer savvy competence.
• HVAC industry knowledge or experience is a plus.

Join Our Team:
If you're passionate about delivering exceptional Customer Service and creating positive experiences for clients, then Burns & McBride Home Comfort is the place for you. Join us in our mission to provide unparalleled home comfort solutions and become a valued member of our Customer Service team. Apply today!

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Experience:

• Customer service: 3 years (Required)

Ability to Commute:

• New Castle, DE (Required)

Ability to Relocate:

• New Castle, DE: Relocate before starting work (Required)

Work Location: In person