We are seeking an accountable, reliable, and coachable individual to join our team as a CSR at Central Heating. Founded in 2007, Central Heating is a locally owned and operated company dedicated to providing top-notch heating and cooling services to our community. As we continue to grow, we are looking for individuals who possess a growth mindset and are committed to delivering exceptional service to our customers.
In this role, you will be responsible for answering phones, maintaining an 80% booking rate, interfacing with customers to resolve conflicts and billing issues. Previous knowledge of Service Titan is an asset and demonstrate a strong ability to adapt to new technologies and software platforms. Additionally, candidates should thrive in a fast-paced, dynamic environment that requires quick thinking and problem-solving skills while upholding our core values of Safety, High-Value Service, Sense of Urgency, and Teamwork.
Key Responsibilities:
- Answer incoming phone calls and assist customers with inquiries, service requests, and scheduling appointments.
- Maintain an 80% booking rate by efficiently scheduling service appointments and installations while prioritizing safety protocols.
- Interface with customers to resolve conflicts, billing discrepancies, and other issues in a professional and timely manner, delivering high-value service.
- Schedule and organize technicians day. Hold technicians accountable to insure they hit there KPI's for average ticket & conversionrate
- Utilize Service Titan and other software platforms to manage customer information
- Collaborate with other team members to optimize scheduling and resource allocation while maintaining high safety standards.
- Provide exceptional customer service and strive to exceed customer expectations at every opportunity, embodying our commitment to high-value service.
- Adapt quickly to changing priorities and handle multiple tasks simultaneously in a high-pressure environment, demonstrating a sense of urgency.
- Open to coaching and training to continuously improve skills and performance while being held accountable for results.
Qualifications:
- Previous experience in a customer service role preferred.
- Proficiency in Service Titan or similar service management software highly desired.
- Strong communication skills, both verbal and written, with a customer-centric approach.
- Excellent organizational and time-management abilities.
- Ability to work effectively under pressure and adapt to changing circumstances.
- Detail-oriented with a high level of accuracy in data entry and record-keeping.
- Problem-solving skills and the ability to think critically in fast-paced situations.
- High school diploma or equivalent required; additional education or certifications a plus.
If you thrive in a fast-paced environment and enjoy providing exceptional customer service while coordinating complex schedules, we encourage you to apply for this exciting opportunity at Central Heating. Join our team and become an integral part of our success while embodying our core values of Safety, High-Value Service, Sense of Urgency, and Teamwork!
Job Types: Full-time, Permanent
Pay: $22.00-$24.00 per hour
Benefits:
Education:
- Secondary School (preferred)
Experience:
- Service Titan: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
