Technical Customer Service

By | December 20, 2024

Technical Customer Service

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Job ID: 9669187

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Roanoke, TX, US

Office

High School or equivalent

Full Time, Temp to Hire

17.00

Experienced (Non-Manager)

On-site

Construction - Residential & Commercial/Office

First Shift (Day)

Roanoke, TX, US

17.00

Experienced (Non-Manager)

Full Time, Temp to Hire

Construction - Residential & Commercial/Office

On-site

Office

High School or equivalent

First Shift (Day)

Apply Now Applied

Job details

Job Title: Customer Support Representative I

Job Summary:
The Customer Support Representative I is responsible for providing proactive communication and building collaborative relationships with both internal and external customers. This role involves handling a high volume of inbound customer calls efficiently, identifying customer needs, resolving issues, addressing complaints, and offering effective solutions. Additionally, the representative will work toward meeting both personal and team performance targets, both qualitative and quantitative.

Key Responsibilities:

  1. Customer Interaction:
    Actively listen to customers to understand their needs, concerns, and complaints, employing de-escalation techniques to manage difficult situations. Foster strong relationships by exceeding customer expectations and going the extra mile. (70%)


  2. Professional Collaboration:
    Maintain professional, cross-functional relationships with both internal teams and external customers. (10%)


  3. Process Coordination:
    Coordinate with relevant departments to ensure compliance with response times and customer satisfaction metrics. (10%)


  4. Special Projects/Assignments:
    Assist with additional special projects or assignments as required. (10%)

Minimum Job Qualifications:

  • Education/Training:

  • High school diploma or equivalent.


  • Experience:

  • At least 2 years of experience in a fast-paced call center or customer support environment, with a proven ability to resolve customer issues efficiently.

  • HVAC industry experience is a plus.


  • Skills and Knowledge:

  • Strong customer relationship-building skills, with the ability to create trust and reliability.

  • Attention to detail and high proficiency in multitasking, especially on a computer.

  • Advanced skills in Microsoft Office Suite.

  • Excellent customer service skills, with a demonstrated ability to handle challenging customer interactions successfully.

  • Knowledge of the HVAC industry is a plus.

  • Excellent written and verbal communication skills.

  • Ability to perform well in a high-volume, fast-paced call center environment.

  • Ability to work independently and as part of a team.

  • Strong organizational skills and time-management focus.

  • Must demonstrate integrity and professionalism in all interactions.

    Working Conditions:

    • Environment:

    • Office and warehouse setting.

    • Must operate a computer keyboard, telephone, and video display terminal for over 90% of work time.

    • Must have the ability to distinguish visual details, including color and numeric information.


  • Schedule:

  • Availability to work an 8-hour shift between 6:00 AM and 6:00 PM Central Time, Monday through Friday, with occasional overtime.

  • Ability to report to the Roanoke, Texas office location as needed.


  • Physical Requirements:

  • Ability to lift, move, or adjust office equipment, boxes, or materials weighing up to 25 pounds, following proper lifting procedures.

  • Occasional need to work beyond normal hours.

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