The Customer Service Representative plays a key role at Winter’s Heating & Air Conditioning. The CSR is responsible for handling customer inquiries and complaints, as well as providing general information about the products and services offered by our company. The ideal candidate will have excellent communication skills, both verbal and written, and be able to communicate with our customers effectively and professionally.

General Duties

Adhere to company policies and procedures

Collaborate with other team members to ensure timely and accurate resolution of customer inquiries and complaints

Ensure each customer receives five-star service

Customer Relations

Receive and respond to customer inquiries and complaints via phone, email, message, and in-person

Process customer orders and provide general information about products and services

Resolve customer issues and complaints in a timely and satisfactory manner

Maintain customer records and update customer information as needed

Production

Coordinate with production teams on efficient dispatching to service calls

Seek to fill capacity of each team each day

Inform production teams of any relevant customer or job information on an as-needed basis

Key Skills and Qualities The Customer Service Representative must display several key skills and qualities to be effective. This is a fast paced, sometimes hectic work assignment. Most importantly, the CSR must always care for our customers in an exceptional way, regardless of circumstances. An effective CSR will be able to always carry out relevant Winter’s Heating & Air Conditioning standard operating procedures while completing tasks in an efficient and productive manner.

Below are some key qualities that Winter’s Heating & Air Conditioning looks for in CSR candidates:

High school diploma or equivalent

1-2 years of customer service experience, preferably in a call center or service-oriented environment

Strong communication skills, both verbal and written

Proficiency with computers and basic office software

Ability to handle difficult situations in a professional and courteous manner

Team player with a positive attitude

Previous experience in the plumbing industry is a plus, but not required