Customer Service Representative

Location

Riverside, CA | United States

Job description

We Promise You The Best Service. Guaranteed.

Who We Are

RKM Heating and Air Conditioning is a premier provider of HVAC services in Riverside, CA. Our team specializes in new system installations, routine maintenance, repairs, energy audits, duct cleaning, water heater services, insulation, radon testing, and home automation. We are committed to delivering professional, reliable, and affordable HVAC solutions that will keep your home or business comfortable and safe year-round.

Join our team at RKM Heating and Air Conditioning and help us provide exceptional HVAC services to the community of Riverside, CA!

Pay

• $14.00-$24.00/hour
• Performance-based bonus

Benefits

• Medical, Dental, and Vision
• Job Training
• Promote within
• Paid Holidays and PTO

Responsibilities

The role of CSR is to ensure all customers are well-communicated and informed about the company. Your goal is complete satisfaction. Below are the essential job duties and responsibilities of this role:

• Respond to all messages via returning phone calls and emails
• Schedule and coordinate all maintenance calls as calls are received
• Maintain the CSR tracking board and filing system
• Maintain the Maintenance Agreements, including billing, scheduling, database information, customer hard files, and renewals
• Scheduling, database information, customer hard files, and renewals
• Update customer files as information is received from installation. (Extended Warranties, equipment info, new customers, Birthday tickle file, etc.)
• Type service agreement proposals for new customers
• Maintain customer history files in the database
• Filling paperwork
• Maintain a system for CSR procedures, scripts, and training of any new CSR personnel
• Debriefing technicians on service calls when necessary

• Telephone selling skills
• Computer Skills: prior experience with Customer Relationship Management (CRM) software, Microsoft Office programs, and Outlook
• Cross-functional skills: well versed in multi-line telephone use, excellent communication skills, and proper phone etiquette
• Dispatch Skills: the ability to schedule service visits and coordinate logistics for up to 10 technicians for commercial and residential HVAC appointments
• Administrative skills: knowledge of administrative and office procedures and systems, such as word processing, managing customer accounts, and workplace terminology
• Communication Skills: Excellent verbal skills and good note-taking skills
• Social Perceptiveness: aware of others’ reactions and ability to understand why they react as they do
• Critical Thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• 1-2 years of direct customer service experience, specifically HVAC
• 1 year of prior dispatcher experience
• Language Skills: Multi- or Bi-lingual is a plus
• Ability to pass a drug screen and a background check
• Must be authorized to work in the US.

"We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status."

Job tags

Salary