Customer Service Representative

About the job

About The Company Howard Air has been a leading provider of air conditioning and heating solutions for over 30 years. Renowned for delivering innovative technology and superior comfort, the company is dedicated to meeting the diverse needs of its customers with exceptional service and high-quality products. Howard Air prides itself on maintaining a team of highly trained professionals who are committed to excellence, ensuring that clients receive the best possible experience. The company’s reputation is built on integrity, innovation, and a strong customer-centric approach, making it a trusted name in the HVAC industry.

About The Role We are seeking a friendly, detail-oriented, and customer-focused individual to join our team as a Client Service Representative. In this role, you will serve as the first point of contact for our customers, providing exceptional support and ensuring a positive experience with our company. Your primary responsibilities will include managing inbound and outbound communications, scheduling service appointments, and assisting the sales team with various tasks. This position offers an excellent opportunity to develop your skills within a dynamic environment that values teamwork, professionalism, and customer satisfaction. You will play a vital role in maintaining our reputation for outstanding service and ensuring our clients' needs are met efficiently and effectively.

Qualifications The ideal candidate will have prior experience in customer service, call centers, or a similar role, demonstrating strong communication skills both verbally and in writing. You should possess excellent problem-solving abilities and be able to think critically to address customer inquiries and resolve issues promptly. Proficiency with computers and CRM software is essential, along with a quick learning curve for new systems. The ability to stay calm under pressure and handle challenging situations tactfully is vital. Flexibility in availability, including evenings or weekends as required, is also necessary to meet customer demands and support team operations.

Responsibilities

• Answer high volume inbound phone calls to schedule service appointments, including maintenance, repairs, and new installations.
• Manage inbound email and web portal inquiries efficiently, providing timely responses and support.
• Make outbound calls to existing clients to coordinate service appointments and follow-up on previous interactions.
• Assist the sales team by reporting and tracking sales performance, educating clients about products and services, and scheduling sales appointments.
• Act as a liaison between customers and internal teams to ensure communication is clear, needs are met, and issues are resolved promptly.
• Maintain accurate records of customer interactions and service schedules within CRM systems.
• Contribute to a positive team environment by collaborating with colleagues and supporting company initiatives.

Benefits

• Competitive hourly pay ranging from $17 to $24 USD, with performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for career development and advancement within the company.
• Supportive management and a collaborative team culture.
• Employee discounts on products and services.
• Flexible work schedules designed to promote work/life balance.
• Performance incentives and employee recognition programs.