Experienced HVAC Customer Service Representative

Anchor Heating And Air - Charleston, SC

Full-time

Charleston, SC

Professional, Scientific, and Technical Services

About the position

The customer service representative will be an integral part of a dynamic team focused on promoting customer satisfaction and driving company growth. This role involves booking service appointments, making follow-up calls, and ensuring a positive customer experience through effective communication and problem resolution.

Responsibilities

• Convert customer calls into booked service appointments.
• Make outbound calls to book service and maintenance appointments.
• Make follow-up 'Happy Calls' every day to assess customer satisfaction.
• Deliver call scripts with an authentic cadence; be clear, compelling, and personable.
• Respond to customer requests, resolving issues and promoting the brand.
• Be professional and establish customer rapport, encouraging repeat business.
• Participate in training to boost booked calls and practice outbound calling.
• Adhere to company's plan for resolving customer complaints quickly and favorably.
• Maintain and update customer database with complete and accurate information.

Requirements

• Proven track record in customer service.
• Proficient with Service Titan CRM.
• IT competent; good typist and proficient with phone systems.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Ability to build trust and demonstrate empathy.
• Passionate about Anchor Heating and Air and loves the brand.
• Bachelor's degree or equivalent is a plus.
• Engaging personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible and great attitude on life.

Nice-to-haves

• Bachelor's degree or equivalent is a plus.