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 - $24 /hr (DOE)
Benefits: Comprehensive benefits package including health insurance, retirement plans, paid time off, and opportunities for professional development

Customer Service Representative Position Summary:
As a Customer Service Representative, you will play a vital role in ensuring our customers receive the highest quality of service. Reporting directly to the General Manager, you will be the first point of contact for our clients, providing them with timely and accurate support while fostering positive relationships.

Key Responsibilities:

• Acknowledge, confirm, enter, process, and monitor customer orders with precision.
• Provide regular updates on order status to customers and sales representatives to enhance transparency.
• Deliver exceptional customer support through various channels, including phone, email, and online chat.
• Establish and maintain accurate account details for each customer, ensuring a seamless experience.
• Process returns and warranty claims efficiently, addressing customer needs promptly.
• De-escalate and resolve customer complaints with professionalism and empathy.
• Answer incoming service calls in the order received, prioritizing customer needs.
• Schedule service appointments for technicians, coordinating with customers for optimal timing.
• Conduct outbound calls to existing customers to ensure satisfaction and address any inquiries.
• Create and manage service tickets, ensuring appointments are scheduled accurately.
• Review and maintain customer account information to ensure accuracy and completeness.
• Interact with customers to provide information about products and services, enhancing their understanding and experience.
• Collect and enter orders for new or additional products or services, driving sales growth.
• Address customer questions and complaints, escalating issues as necessary to specialists or other staff members.
• Take appropriate actions to resolve customer issues, ensuring satisfaction and retention.
• Maintain detailed records of customer interactions, inquiries, complaints, and feedback for continuous improvement.

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Competencies:

• Excellent communication skills, including active listening and strong written and verbal abilities.
• Service-oriented mindset with a proven ability to resolve customer grievances effectively.
• Proficient in handling sensitive customer concerns while recommending proactive solutions that benefit both the customer and the company.
• Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.

Education and Experience:

• High school diploma or equivalent required; previous customer service experience preferred.
• Proficiency in Microsoft Office Suite and familiarity with customer relationship management (CRM) software is a plus.