HVAC CSR - Customer Service Representative

GROW WITH US!! Certified Heating and Cooling is quickly becoming SW Florida’s leading comfort solutions provider. We take pride in taking care of our customers and employees with belief in our employees’ development and fostering a work-life balance that empowers individuals to thrive. The respect and value of our employees is the core of our culture.

We are Certified Heating and Cooling! JOIN OUR TEAM and enjoy the career and life that you deserve.

Perks of the working with us:

• Positive and employee driven work culture.
• Career path tailored specifically to employees’ personal, professional, and financial goals.
• On-going training, development, and growth opportunities.
• Excellent opportunity for professional advancement.
• Employee Recognition Programs.
• Fun work environment!

Job Summary:

Customer Service Representatives work as part of a team that is promoting desired company growth. Booking repair and maintenance appointments, obtaining integral information to troubleshoot customer and prospect needs and desires and take necessary steps to exceed customer satisfaction, living up to our pledge to provide “Blue Ribbon Service Every Time”!

Converting inbound and outbound prospect and customer calls into booked appointments by delivering call scripts with an authentic cadence; being clear, compelling and personable. Must also respond to customer requests, resolve issues, and promote our brand with the utmost professionalism, establishing customer rapport, and encouraging new customer conversion and repeat business.

This position requires dedication, reliability, and consistency.

Job Duties:

• Customer Communication. Manage all incoming calls, emails, and outbound calls.
• Relationships. Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Collaborate. Work with management teams to stay updated on new products, services, and policies.
• Engagement. Engage with customers and prospects in a friendly and professional manner while actively listening to their concerns.
• Service. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts.
• Scheduling. Confirm appointments with customers providing technician’s arrival time and address any concerns.
• Maintain Records. Keep accurate records of service requests, appointments, technician schedules, and completed jobs within our service database.
• Supply Coordination. Coordinate with suppliers to ensure necessary parts and equipment are available for upcoming appointments.
• Follow-up. Communicate with technicians and customers with any appointment adjustments and follow-up to confirm.
• Schedule Service Calls. Organize and schedule appointments for HVAC technicians with customers based on availability and urgency.
• Emergency Response Coordination. Manage urgent or emergency service requests by quickly dispatching the on-call technician to address critical issues.
• Company Ambassador. This position typically serves as the first point of contact for customers. Ensuring you are properly selling the company by serving the customer is a must!
• Other duties as requested.

Job Qualifications:

• Two (2) years Customer Service experience is required.
• At least one (1) year of HVAC experience is preferred.
• The ideal candidate will have the ability to learn new phone scripts and apply the scripts in real-time and will have the ability to understand business acumen, cost per call, call prioritization, etc.
• Excellent verbal and written communication skills required.
• Strong organizational skills and ability to multitask.
• Advanced ability in decision making and problem solving.
• Excellent customer service skills.
• Must understand the lifecycle of a customer.
• Adaptability to changing priorities, schedules, and requirements.
• Google Business Suite experience is a plus, but Microsoft Office experience will translate.
• Proficiency with documents and spreadsheets required.
• ServiceTitan CRM experience a plus.
• High school or equivalent (Preferred).
• Bi-lingual in Spanish is a plus.
• Background and Drug Screening is required prior to employment.

Schedule:

● Monday - Friday

○ Some overtime may be required.

Benefits:

● 401k Plan with a company match

● Medical, Dental & Vision insurance

● Paid time off

● Paid training

● Incentive bonuses

● Employee recognition

● Great company culture! We do a lot more than just work together. We enjoy company events and outings, charity events and fundraising and building life-long friendships! As a member of the Certified team, you will feel like part of a family, not just another employee.

Equal Opportunity Employer

Certified Heating and Cooling is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Certified Heating and Cooling is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and access to facilities and programs.

Drug and Alcohol-Free Workplace

Certified Heating and Cooling is a Drug and Alcohol-Free Workplace

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• ServiceTitan: 1 year (Preferred)
• HVAC: 1 year (Required)
• Customer Service in a call center environment: 3 years (Required)

Ability to Commute:

• Fort Myers, FL 33967 (Required)

Work Location: In person