Call Center Representative (Temporary Role) in Roanoke, Texas at Samsung HVAC America, LLC

About the Role:

As a Call Center Representative within the HVAC industry, you will serve as a point of contact for customers seeking information, support, and solutions related to our products and services. Your role is critical in ensuring customer satisfaction by addressing inquiries promptly and accurately, thereby fostering strong customer relationships and loyalty. You will handle a high volume of inbound and outbound calls, managing diverse customer needs while maintaining professionalism and empathy. This position requires effective communication and problem-solving skills to resolve issues efficiently and escalate complex matters appropriately. Ultimately, your efforts will contribute to the company’s reputation for excellent customer service and support operational success.

Minimum Qualifications:

• High school diploma or equivalent.
• 2+ years of experience in a fast-paced customer service or call center role.
• Basic computer proficiency, including experience with CRM software and Microsoft Office applications.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks simultaneously and work in a fast-paced environment.

Preferred Qualifications:

• Experience with HVAC industry products and terminology.
• Familiarity with order management systems and technical support processes.

Responsibilities:

• Respond promptly and professionally to incoming customer calls.
• Document customer interactions accurately to ensure up-to-date records and follow-up actions.
• Assist customers with issues and/or escalate to technical teams when necessary.
• Collaborate with internal departments to resolve customer concerns effectively.
• Maintain knowledge of current product lines, processes, and company policies/procedures to provide accurate information.
• Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction, and/or resolution rates.

Skills:

The required communication skills enable you to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed effectively. Your problem-solving abilities are essential for diagnosing issues and providing timely solutions or appropriate escalations. Proficiency with CRM and order management software allows you to document interactions accurately and manage customer data efficiently. Time management and multitasking skills help you handle a high volume of calls while maintaining quality service. Preferred skills such as industry knowledge and bilingual capabilities enhance your ability to serve a diverse customer base and contribute to smoother internal collaboration.