Customer Service Representative

Company Name:
Level Heating & Air Conditioning
We feel that LEVEL HEATING AND AIR CONDITIONING is the best heating and cooling company in the State of Maryland. In a time when most companies are cutting back and cutting corners, we are expanding our residential service and installation team.
We are seeking motivated, energetic and professional individuals who are not looking for a job but for a career and a better opportunity at a fun place to work. We are looking for someone who is passionate about providing exceptional customer service, and who is extremely driven.
Position Description
The essential functions of the Customer Service Representative (CSR) are to convert incoming calls into booked service calls and forward to available Field Technicians. This position handles service calls from customers projecting a professional image and using the company prepared script. Utilizes customer service training to educate and to establish rapport and assist customers in choosing services and products. Follow company training to ensure prompt and accurate dispatching of incoming orders, and Conducts follow-up customer's calls.
Job Objectives
To exceed our customers Expectation by providing them with superior customer service
Find ways to proactively generate additional service calls
Increase revenue for the company through effective communication
Establish trust and credibility with our customer
Communicate effectively with all people involved in the service call process
Job Duties
Prepare for each day
Make outbound calls to proactively generate additional services calls
Book Inbound calls
Create the service call schedule
Dispatch the technician in the absence of dispatcher
Update the customer as to the status of their service call
Optimize the service call schedule, accounting for changes throughout the day
Record and evaluate all information relevant to a completed service call
Follow up with customers to insure they are satisfied
Report and/or handle customer complaints
When required, collect money from the customer
Always maintain positive businesslike behavior and appearance
Manage time effectively through keeping priorities in order
Maintain general organizational skills through personal planning
Display high ethics, character and commitment to the busines
Display initiative in handling problems and making the company grow
Maintain stable, positive disposition
In decision making think through all of the consequences
Recognize that change is a competitive edge and find the positive side to all change
Handling Objections and Closing
Know and use various techniques of handling objections and booking the appointment
Be able to overcome objections and book the call
Medical Coverage
Prescription Drug Coverage
Company Supplied Life Insurance
Paid Vacation and Holidays
401(k) Plan with Employer Match
Paid Training
The Hours for the position are Monday-Friday 11:30am-8:00pm, Saturday 8:00am-4:00pmrotation required.
Our company and its owners are dedicated to exceeding our customers' expectations by providing the best possible service to our customers and to providing our co-workers with the best possible working conditions. We are a family of individuals who take great pride in ourselves and our work. We are a company that cares about our employees and the well-being of their family. We want you to know our employees are very important to us (in fact, our employees and our customers are the only reason this company exists). Our Employees are vital to the success of our company and we want them to be happy.
Are you ready to join the Level Heating & Air Conditioning Team?
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