Job Title: Customer Service Representative
Location: Roanoke, TX
Job Type: Full-Time
 
Job Summary:
We are seeking a dedicated and proactive Customer Service Representative to join our team. This position involves handling a high volume of inbound customer calls, identifying customer needs, researching issues, resolving complaints, and providing effective solutions. The ideal candidate will be committed to meeting personal and team qualitative and quantitative targets while maintaining a high level of customer satisfaction.
 
Key Responsibilities:

1. Customer Engagement: Actively listen to customers to identify their needs, concerns, and complaints. Utilize effective communication and conflict resolution techniques to defuse tense situations and build sustainable relationships with customers by going the extra mile.
   

2. Cross-Functional Collaboration: Maintain professional relationships with both internal and external customers. Coordinate with various departments to ensure compliance with response times and enhance overall customer satisfaction.
   

3. Issue Resolution: Research and resolve customer complaints in a timely manner, providing clear and effective solutions.
   

4. Project Assistance: Assist with special projects and assignments as required, contributing to the overall efficiency of the customer service team.

 
Minimum Job Qualifications:

• Education/Training: High school diploma or equivalent required.
  

• Experience: A minimum of 2 years of experience in a fast-paced call center or customer support role is required. Experience in HVAC is a plus.

 
Business Experience:

• Proven ability to analyze and solve customer problems effectively.
  

• Strong attention to detail and ability to multitask independently while using a computer.
  

• Exceptional customer service skills with a track record of successfully interacting with difficult customers.
  

• Ability to build and maintain trust and reliability with customers and clients.

 
Knowledge/Skills:

• Intermediate proficiency in Microsoft Office Suite.
  

• Knowledge of the HVAC industry is a plus.
  

• Excellent written and oral communication skills.
  

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

• Proven ability to work both independently and collaboratively as part of a team.
  

• Exceptional organizational and time-management skills.

 
Working Conditions:

• Environment: Office and warehouse settings.
  

• Operate a computer keyboard, telephone, and view a video display terminal for more than 90% of work time.
  

• Must be able to work an 8-hour shift between 6 AM and 6 PM Central, Monday through Friday, with occasional overtime.
  

• Must be able to report to the Roanoke, Texas office location Monday through Friday.

 
Physical Requirements:

• Ability to lift, move, or adjust general office equipment, boxes, or materials weighing up to 25 pounds using proper materials handling equipment and procedures.

 
If you are a team player with impeccable honesty and integrity, and you are passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.
 

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