Sr. Customer Service Representative

At Airtron Heating & Air Conditioning, we help homeowners stay comfortable year-round with trusted heating, cooling, and HVAC solutions. For more than 40 years, we've built our reputation by showing up, doing quality work, and treating customers with honesty and respect. We're proud to be the neighbor people can count on—and we're looking for team members who share that same commitment to serving others and doing the job right.

At Airtron, we're looking for people who take pride in their work, care about their teammates, and are committed to delivering an exceptional experience for every customer. If that sounds like you, we'd love to have you on our team.

Essential Duties/Responsibilities*:

• Answers phones, schedules customers and assists customers with any/all inquiries.
• Provides customer services relating to sales, sales promotions, installations and communications.
• Takes incoming and makes outbound calls, processes credit cards, offers service plans, schedules appointments, processes refunds.
• Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
• Makes outbound customer phone calls in limited situations typically when following up on permits and inspections as well as rescheduling services for customers.
• Ensures that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
• Follows location initiatives and proactively informs and educates customers.
• Makes recommendations and in some cases develops improvement plans in response to customer surveys.
• Follows all company policies and procedures, including but not limited to safety.

• Other duties as assigned.

* Duties may vary by location.

Minimum Requirements:

• High School Diploma or GED.
• 5+ years of experience working in an office setting with a minimum of 20% of daily duties assisting customers over the phone.
• General computer competency is required, including a minimum of 1-year experience Microsoft Excel, Word, and Outlook.
• Must be able to communicate in English effectively, both verbally and in writing.
• Valid driver's license required.
• Ability to work overtime with little notice; weekends hours may occasionally be required.

Preferred Qualifications:

• Completed college course work.

Additional Knowledge, Skills and Abilities:

• Customer service mindset.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Able to work in a fast-paced environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Willingness to learn and be a part of a team.
• Positive attitude and a team player.
• Related work experience may be substituted for education
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.

Working Conditions:

• Open office environment.
• Fast-paced environment.

Physical Requirements:

• Must be able to lift/move up to 20 pounds frequently.
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others. 
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.

Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Airtron.