CSR - Customer Service Representative

$41,600 - $52,000/Yr

First Choice Heating And Cooling - Metuchen, NJ

Full-time - Entry Level

Metuchen, NJ

Specialty Trade Contractors

About the position

The Customer Service Representative (CSR) at First Choice Heating and Cooling plays a crucial role in ensuring high-quality service during the initial client interactions. This position focuses on scheduling appointments, managing customer inquiries, and maintaining performance metrics in a call center environment. The CSR is expected to provide excellent customer service, resolve conflicts, and contribute to the overall efficiency of the operation while promoting company culture and growth opportunities.

Responsibilities

• Schedules technician return trips with customers to complete jobs after parts arrive
• Answers inbound calls and conducts outbound calls
• Uses scripting to capture leads and overcome objections
• Sells membership maintenance plans
• Dispatches service calls and generates calls
• Follows up and schedules preventative maintenance service appointments
• Effectively manages conflict resolution with clients through clear communication
• Participates in company-sponsored training classes
• Engages in heavy outbound calling during non-peak seasons
• Follows up on past recommendations to obtain more jobs
• Performs administrative duties as requested by the Call Center manager
• Responds to customer inquiries regarding company schedules, service requests, and invoicing
• Maintains a professional image by following safety policies and procedures

Requirements

• Minimum 2 years of experience in a customer service setting (high call volume preferred)
• Advanced communication and customer service skills
• Valid Driver's License with a clean background
• Ability to pass a drug test
• GED or High School Diploma
• Ability to sit for prolonged periods
• Ability to work under stressful situations and manage verbal confrontations
• Willingness to work extended hours, nights, weekends, or holidays

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• 401(k)