Customer Service Representative at Redmond's… · Lock Haven

Summary: Redmond's Complete Comfort is a family-owned & operated full-service HVAC, plumbing, & electrical company serving central PA. They are seeking a Customer Service Representative to assist customers through various communication channels, manage service calls, and maintain organized records while delivering a high-quality customer experience. Responsibilities: - Answer and route incoming calls promptly with clear, professional communication - Assist customers via phone, email, chat, and in person with accurate information about products and services - Schedule and coordinate service calls in line with company procedures - Manage warranty registrations, claims, and documentation - Maintain organized records for warranties, returns, and customer interactions - Process warranty claims and keep both digital and physical files up to date - Support the Service Dispatcher to ensure seamless daily operations - Educate customers on products, services, and policies - Conduct outbound calls including appointment confirmations, follow-ups on expiring memberships, and unsold estimates - Maintain detailed customer account records, including inquiries, complaints, and feedback - Deliver a consistently high-quality customer experience - Use ServiceTitan (CRM/dispatch software) daily to manage workflows Required Qualifications: - Minimum of 1 year of customer service experience - Proficiency in Microsoft Office (Word, Excel, Outlook) and general computer skills - Excellent verbal and written communication abilities - Strong interpersonal skills with a friendly, patient, and professional approach - Advanced customer service skills with a focus on delivering a high-quality customer experience - Highly organized with strong attention to detail - Ability to multitask and prioritize in a fast-paced environment - Comfortable using CRM systems - Problem-solving mindset with a positive, team-oriented attitude - High school diploma or equivalent required Preferred Qualifications: - ServiceTitan experience is a plus Required Skills: Microsoft Word, Microsoft Excel, Microsoft Outlook, CRM Systems, ServiceTitan Benefits: Health Insurance: Company covers 75% of the employee premium, 25% for dependents, Retirement Plan: IRA with 3% company match, 3 PTO / sick days, 6 paid holidays + 2 paid floating holidays (Easter & your birthday)!, 40 hours paid vacation