Customer Service Representative

JLN HVAC Solutions Inc. is seeking a dedicated Customer Service Representative to join our team. In this role, you will serve as the vital link between our company, our technicians, and our customers. Your responsibilities will include answering phone calls, text messages, and emails, addressing customer questions and concerns, scheduling appointments using our Customer Relationship Management (CRM) system, and assisting customers with any heating and cooling issues that may arise. We are looking for someone who is genuinely excited to assist customers, with a patient, empathetic, and communicative approach. If you understand the importance of effective communication, can advocate for customers when needed, and is passionate about providing excellent service, we encourage you to apply for this position.

• Key Responsibilities:
• Uphold a high standard of professionalism in all interactions.
• Manage and direct incoming phone calls efficiently.
• Accurately identify and assess customer needs to ensure satisfaction.
• Respond promptly and effectively to customer inquiries.
• Schedule and confirm appointments using the CRM system.
• Collaborate effectively with team members to achieve shared goals.
• Prioritize tasks and manage multiple responsibilities simultaneously.
• Build and maintain strong, trust-based relationships with customers through clear and open communication.
• Provide precise, accurate, and comprehensive information using appropriate tools and methods.
• Address customer complaints by offering suitable solutions and alternatives within set timeframes; ensure follow-up for resolution.
• Maintain detailed records of customer interactions, process customer accounts, and manage documentation.
• Adhere to established communication procedures, guidelines, and company policies.
• Qualifications:
• Strong phone communication skills coupled with active listening abilities.
• Demonstrated experience in customer support or as a Client Service Representative.
• Proficiency in using Office programs is preferred.
• Competence in computer operations and software applications.
• Familiarity with CRM systems and best practices.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multi-task, prioritize, and manage time efficiently.
• Customer Service certification considered an asset