Customer Service Representative (Hvac Required)

Position Summary

A Customer Service Representative who specializes in appliances and is responsible for answering calls, providing product information and helping the customer by being informative and eager to quickly resolve customers’ concern. This role requires a strong troubleshooting ability, patience, and the ability to work in a fast-paced environment.

Essential Duties/Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Provide customers with assistance with manuals, troubleshooting guides and installation process.
• Assisting customers with replacements, returns or replacement parts that are covered under the product guaranteed warranty.
• Following established guidelines and protocols, ensure buyers achieve overall satisfactory experience and resolve complaints from customers regarding billing charges, damaged goods and specific product fitments.
• Assist customers with shipping issues such as, changing address, return to sender and contacting FedEx to resolve any shipment concerns or issues.
• Corresponding with the manufacturer to resolve product issues in a timely manner and providing customer with a solution.
• Interact with customers via email, phone and live chat
• Ability to complete emails within 24-hour business SLA

Other Duties and Requirements

• Prepare summaries, reports and special projects as needed.
• Other duties as directed by immediate supervisor or Key Executive of the Company.
• Comply with all company and regulatory safety requirements.
• Maintain a clean work environment.

Knowledge, Skills and Abilities

• HVAC and Mini-Split experience (Required)
• Must be able to work full time.
• High School degree or equivalent
• Ability to answer the phone, listen actively, relay information, and type basic information simultaneously.
• Minimum of 1 year experience in Ecommerce Customer Service field
• Computer literate and proficient with Microsoft Office applications (Excel and Word).
• Type 35 wpm accurately.
• Must have strong communication, Customer Service, and organizational skills.
• Ability to multitask in a fast-paced work environment
• Ability to stay calm when dealing with irate customers.

Job Type: Full-time

Pay: From $19.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Experience:

• Customer service: 1 year (Required)
• HVAC: 1 year (Required)

Work Location: In person