Customer Service Representative - Home Services

Job Title: Customer Care Specialist at Klimate Kontrol Air & Heating Overview: Join Klimate Kontrol as our Customer Care Specialist, where you will play a vital role in delivering exceptional service to our clients. You will be the first point of contact for customers seeking assistance with their HVAC needs, providing them with reassurance and support during critical times. Whether it's a family struggling with heat in the summer or a landlord addressing urgent repairs, your goal will be to ensure each caller feels valued and understood while efficiently scheduling their service. Key Responsibilities: - Answer all incoming calls promptly, ideally within three rings, using a friendly and professional greeting. - Assess the caller's HVAC concerns, qualify their needs, and schedule service appointments using a streamlined two-option system. - Coordinate and dispatch technicians across the New Orleans metro area, ensuring efficient service delivery. - Send immediate appointment confirmations via text and email once bookings are made. - Conduct reminder calls and send texts on the morning of each scheduled service. - Manage reschedules, cancellations, and any customer inquiries with professionalism and urgency. - Immediately escalate emergency situations to the owner or the on-call technician. - Follow up with customers post-service to confirm their satisfaction and encourage Google reviews through text outreach. - Monitor and respond to inquiries from our website contact forms and Google Business Profile messages. - Maintain thorough and accurate records of customer interactions, job notes, and scheduling within our CRM system (Housecall Pro). Qualifications: - You possess exceptional phone skills and remain calm and focused even when dealing with stressed customers. - You have a warm and approachable demeanor, making customers feel cared for from the very first interaction. - You are detail-oriented, ensuring accuracy in scheduling, technician assignments, and customer information. - You work with a strong sense of urgency, recognizing that every missed call represents a missed opportunity. - You are open to coaching and feedback, demonstrating continuous improvement in your performance. - You communicate proactively, addressing potential issues before they escalate. - You thrive in a remote work environment, managing your time effectively and maintaining high productivity without direct supervision. Why Join Us? This is a high-responsibility role where you will directly impact customer satisfaction and business success. Reporting directly to the owner, your performance will be measured by tangible results each week, allowing you to showcase your contributions to our mission at Klimate Kontrol. If you are passionate about helping others and are ready to make a difference, we would love to hear from you!