Customer Service Representative

• 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! (32 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:

• 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.
• 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.
• Maintain Customer Database: Keep our customer database updated with complete and accurate information, ensuring seamless communication and personalized service for each client.
• 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.
• Provide Exceptional Customer Service: Respond promptly to customer inquiries, acknowledge and resolve issues, and ensure customer satisfaction through professional and courteous interactions.
• 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.
• 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.
• Obtain Product Knowledge: Develop a strong understanding of our products and services to effectively answer customer questions and provide accurate information about our offerings.
• Process Orders and Requests: Process orders, forms, and requests accurately and efficiently, ensuring timely completion and fulfillment of customer needs.
• 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.
• Collaborate with Colleagues: Communicate effectively with colleagues as necessary, collaborating to address customer needs and resolve issues in a timely and efficient manner.
• 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 8am - 4:30pm
• 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.