Climate Control Heating & Cooling is seeking a highly organized and customer-focused individual to join our team as a Customer Service Rep. The customer service representative will deliver the highest level of quality service to our customers while assisting with the day-to-day tasks to help the busy and growing sales and installation department run smoothly

Position: Customer Service Rep
Job Type: Full-Time; Monday - Friday, 8:00am - 5:00pm
Pay Range: $19-$30 per hour

What We Offer

• Medical, dental, vision
• 401K with up to a 4% employer match
• Paid vacation, holidays and Oregon paid sick time

What You'll Be Doing

Responsibilities
Customer Support and Communication:

• Serve as the primary point of contact for customer inquiries, providing timely and professional assistance to address questions, concerns, and service requests.
• Answer incoming calls, direct inquiries to the appropriate departments, and assist in resolving customer issues or escalating them as needed for further support.
• Maintain a customer-centric approach, striving to exceed expectations and cultivate positive relationships through effective communication and problem-solving.
  

Customer Interaction and Lead Qualification:

• Interact with customers via phone, email, and in-person to understand their HVAC needs and provide appropriate assistance.
• Qualify sales leads for Home Solutions Advisors, ensuring alignment with customer requirements and service offerings.
• Schedule appointments and consultations with Home Solutions Advisors based on lead qualifications and availability.
  

Service Coordination:

• Coordinate and schedule duct cleanings to be performed by Home Performance Technicians, optimizing technician schedules and customer preferences.
• Manage scheduling systems and dispatching software to allocate resources efficiently and meet service deadlines.
• Monitor service progress, communicate with technicians, and address any scheduling conflicts or customer concerns promptly.

Administrative Tasks:

• Enter and maintain accurate sales lead information in scheduling systems and bidding software, ensuring data integrity and accessibility for sales and operational purposes.
• Facilitate financial transactions, including collecting and recording down payments for installations and processing financing paperwork in compliance with company policies and regulations.
• Register HVAC equipment warranties to provide customers with peace of mind and ensure timely access to manufacturer support and benefits.

General Office Duties:

• Perform various administrative tasks, including data entry into customer databases, updating records, and maintaining accurate documentation of customer interactions and transactions.
• Assist in scanning, filing, and organizing documents to ensure efficient record-keeping and compliance with regulatory requirements.
• Collaborate with team members and support cross-functional initiatives to enhance departmental efficiency and customer satisfaction.

#HVAC

What We're Looking For

Required Experience

• 2+ years of customer service experience
• 1+ years working within HVAC or home services
• 1+ years of working with Microsoft Outlook in a professional setting'

Preferred Experience

• Experience working with Service Titan.
• Knowledge of the Portland and Vancouver area locations and boroughs.

Knowledge, Skills and Abilities

• Strong knowledge of HVAC and fireplace systems, with the ability to troubleshoot common issues.
• A passion for delivering excellent customer service with an upbeat and friendly attitude.
• Strong interpersonal skills and the ability to empathize with customers.
• Excellent verbal and written communication skills.
• Ability to convey technical information in a clear and understandable manner.
• Exceptional problem-solving skills and the ability to think on your feet in a fast-paced environment.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Detail-oriented, able to ensure accurate and thorough documentation.
• Ability to collaborate effectively with service technicians and other team members to optimize service delivery.

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