Customer Service - Call Center CSR - Full Time / Hourly
AMERICAN Air Plumbing & Electric

Location: Sanford, FL

Pay: $16.00 to $17.00 hourly

Schedule: There are two schedules we are looking to fill:

1. MON – FRI 9AM -5:30PM
2. MON – FRI 10AM – 6:30PM

Please note this schedule may change to include evening or weekend shifts, based on the needs of the business

This is a Full Time Hourly position - will work ON-SITE at our Sanford FLA Branch location

The Customer Service Rep. converts incoming service request into booked calls for our Service Technicians. The CSR is the first line of communication with current and potential customers and serves a key role in building the customer relationship as well as setting the customers’ expectations about the company. .

About Us:

Since 1986 American Air & Heat has been a value driven business. Focused on the mission of providing each client with prompt, professional and trustworthy information. Allowing each client to make the best decisions for their home, family and comfort, ensuring their 100% satisfaction.

Why join our team?

• Competitive Pay
• Weekly paycheck
• Performance Bonus
• 401(k) match & health benefits (Medical, Dental, Vision)
• Short & Long-Term Disability + Life Insurance
• PTO
• Employee Assistance Program

What we are looking for:

• Previous CALL CENTER experience is preferred!
• Excellent verbal and written communication skills
• Positive, professional, and friendly demeanor
• Strong problem-solving and multitasking abilities
• Self-motivated, organized, and team-oriented
• Great computer skills a must!!
• High school diploma or equivalent (Associate’s or higher a plus)

What You’ll do:

• Handle inbound customer calls and convert them into scheduled appointments
• Make outbound calls to schedule or follow up with customers
• Ensure customer satisfaction through follow-up calls
• Update customer records with accurate, timely information
• Maintain communication with dispatch and management
• Remain calm and professional under pressure
• Other duties as assigned

OTHER ESSENTIAL JOB FUNCTIONS:

• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Ensure safety best practices are followed in the field.
• Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
• Responsible for the distribution of service window updates to all service teams.
• Capture and distribute customer concerns to the appropriate service team(s).
• Other duties as assigned.

QUALIFICATIONS/ABILITIES:

• Ability to demonstrate a positive, friendly and helpful demeanor at all times
• Ability to demonstrate active listening skills
• Exceptional oral and written communication skills
• Professional and collaborative with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals
• Ability to work in a fast-paced environment with multiple priorities
• Attention to detail and good organizational skills
• Receptive to coaching for improved performance
• Able to work a flexible schedule including evenings, weekends and holidays shift

EDUCATION/EXPERIENCE REQUIREMENTS:

REQUIRED:

• High school diploma required

PREFERRED:

• 3+ year experience working in a customer service role
• Proficient in Microsoft Office
• Sales experience a plus

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Professional Office Environment
• Ability to sit for extended periods of time

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE