Customer Service Representative

Summary: Air Conditioning Specialist, INC is seeking a Customer Service Representative to be the friendly and efficient point of contact for valued customers. In this role, you will provide exceptional support, address inquiries, and resolve issues while ensuring a positive customer experience. Responsibilities: - Respond promptly to customer inquiries via phone, email, and chat - File and pull permits for upcoming jobs - Utilize Service Titan for customer information and technician routing - Provide accurate, valid, and complete information by using the right methods/tools - Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution - Maintain a positive, empathetic, and professional attitude toward customers at all times - Identify and assess customers’ needs to achieve satisfaction - Keep records of customer interactions, process customer accounts, and file documents - Follow communication procedures, guidelines, and policies - Engage with customers to understand their needs and provide personalized service - Collaborate with team members to improve customer service processes - Stay informed about product updates and changes to provide accurate information to customers - Assist in training new customer service representatives and share best practices - Meet personal and team targets for customer satisfaction and call handling Required Qualifications: - High school diploma or equivalent - Proven experience in a customer service role - Excellent verbal and written communication skills - Strong problem-solving abilities - Proficiency with customer service software and tools - Ability to handle high-stress situations calmly and effectively - Strong multitasking and organizational skills - Empathy and patience in dealing with customers - Ability to work both independently and as part of a team - Flexibility to work various shifts, including weekends and holidays - Basic computer skills, including Microsoft Office Suite - Familiarity with CRM systems is a plus - Strong attention to detail and accuracy - Ability to learn and adapt to new technologies quickly Preferred Qualifications: - Experience with Service Titan software - Experience in Heating and Air Conditioning administration / office - Enthusiastic personality that is happy to work Required Skills: Customer service, Service Titan, Heating, Air Conditioning administration, Customer service software, Microsoft Office Suite, CRM systems, Basic computer skills, Empathy, Patience, Multitasking