Black Lion Heating and Air Conditioning in Kirkland is seeking a Customer Service Representative to join out team!

Position: Customer Service Representative
Location: Kirkland, WA
Shift: Monday - Friday, 7:30AM - 4:00PM
Compensation: $22 - $33 /hr (DOE)
Benefits: Health, Vision, and Dental Insurance, Voluntary Life and AD&D, 401k, PTO

Customer Service Representative Position Summary:
The Customer Service Representative will deliver the highest level of quality service to our customers, resolve grievances, and recommend solutions.

What You'll Be Doing:

• Acknowledge, confirm, enter, process, and monitor customer orders.
• Provide frequent order status updates to customers and sales representatives.
• Provide customer support electronically or by phone in a timely and accurate manner.
• Establish and maintain accurate account details for customers.
• Process returns, including warranty claims, for customers.
• Deescalate and handle customer complaints.
• Answer incoming service calls in the order that they were received.
• Contact customers to schedule timeframes for our technicians to service their equipment.
• Perform outbound calls with existing customers.
• Create service tickets and schedule appointments accurately.
• Review customer account information.
• Interact with customers via phone, email, online chat, or in person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures appropriate actions are taken to resolve customer problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Other duties as assigned.

   

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Customer Service Representative Required Knowledge, Skills, and Experience:

• Requires a high school diploma and/or equivalent
• Must have experience with Microsoft Office Suite
• Previous customer service experience is preferred
• Excellent communication skills including active listening
• Strong written and verbal communication skills
• Service-oriented and able to resolve customer grievances
• Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs
• Ability to prioritize tasks according to importance in a fast-paced environment