Customer Service Representative - McCrea Heating and Air Conditioning Services of VA, LLC

McCrea Heating and Air Services is seeking a detail-oriented Customer Service Representative to manage customer inquiries and service requests across various channels. In this role, you will handle scheduling service appointments, providing cost estimates, updating customer records, and ensuring prompt issue resolution. If you are passionate about customer service and thrive in a dynamic team environment, we encourage you to apply!

Key Responsibilities:

• Handle all incoming phone calls and emails, providing excellent customer service and responding to inquiries promptly.
• Schedule service and maintenance appointments, sales consultations, and inspections while informing customers about service costs, repair fees, anticipated delays, and other relevant information.
• Advise customers on membership benefits, current specials, and promote Service Agreement benefits.
• Make outgoing calls for scheduling inspections, contract renewals, follow-ups, and confirmation calls for next-day appointments.
• Enter, update, and maintain accurate customer data in our computer system, process order forms, calculate total service costs, and record and file copies of service orders.
• Coordinate parts orders, requested add-ons throughout the day, and promptly escalate customer complaints to management for resolution.
• Assist customers with product inquiries, direct them to the appropriate personnel, distribute seasonal brochures, newsletters, maintenance reminders, and handle seasonal reminders, renewal notices, and customer survey/review invites.

Required Skills and Qualifications:

• Education and Experience:High school diploma or equivalent with at least two years of customer service experience preferred.
• Communication Skills:Strong ability to interact professionally with customers, vendors, staff, and the general public.
• Technical Proficiency:Skilled in Microsoft Word, Excel, and Service Titan or similar CRM software; basic mathematical skills.
• Organizational Abilities:Detail-oriented, organized, and capable of multitasking in a fast-paced environment while working under pressure.
• Adaptability: Ability to adapt to changes in the work environment, manage competing demands, and handle frequent changes, delays, or unexpected events.
• Industry Knowledge (Preferred):Familiarity with home maintenance products and services is advantageous.