Customer Service Representative

Job Summary:

The Customer Service Representative (CSR) will primarily focus on making outbound calls to potential leads generated through marketing campaigns, with the goal of booking appointments for our technicians. The CSR will also assist in handling inbound customer service calls, ensuring all customer inquiries are addressed promptly and professionally.

Key Responsibilities:

• Outbound Calling:
  • Contact potential leads via telephone to introduce company services and schedule appointments.
  • Follow a structured call flow process to gather necessary customer information and book appointments efficiently.
  • Maintain accurate records of customer interactions and appointments in the company's CRM system (ServiceTitan).
• Inbound Call Handling:
  • Answer incoming customer calls and provide excellent customer service.
  • Address customer inquiries, concerns, and complaints in a professional and timely manner.
  • Assist customers with scheduling appointments, service requests, and other needs.
• Customer Relationship Management:
  • Build and maintain positive relationships with customers.
  • Deliver a consistent and positive customer experience.
  • Strive for high levels of customer satisfaction.

Qualifications:

• Excellent Communication Skills: Strong phone presence, active listening, and clear communication skills.
• Customer Service Orientation: A genuine desire to help customers and provide exceptional service.
• Sales Aptitude: Ability to persuade and influence potential customers to book appointments.
• Time Management and Organization: Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities.
• Computer Proficiency: Basic computer skills.

Additional Skills (Preferred):

• Experience in a call center environment.
• Knowledge of the HVAC industry.
• Bilingual (Spanish or other languages) is a plus but not required.
• Familiarity with CRM systems (ServiceTitan preferred).

Payment Structure:

The CSR will receive a base pay of $15/hour and will be eligible for performance-based bonuses as follows:

• Booking Bonus: $1 for every booked job.
• Conversion Bonus: An additional $1 for every booked job that results in a billable sale or service.

There is no cap on the number of bonuses a CSR can earn.