Full time, dayshift 8am-6pm Monday-Friday. Weekends and Major Holidays off.

Duties

• Receives inbound calls from new and existing customers and answers questions about heating and cooling products.
• Use knowledge of products or services as well as great customer service skills to address issues, solve problems, provide product or program support or other information, and satisfy customers.
• Provides basic technical troubleshooting (Tier 1) for Smart Home products and other products as directed.
• Creates customer records for Technical Support with excellent data accuracy.
• Processes all phone calls utilizing the required data entry standards and transfer protocols.
• Follows up with other key contacts as appropriate to resolve customer issues.
• May include other duties, such as email, data processing, order status/tracking or basic client account maintenance activities.
• Meets Quality Assurance requirements and other key performance metrics.
• Performs other duties as necessary and/or assigned.

Required Skills:

• Previous experience in customer service
• Excellent interpersonal, written and oral communication skills
• Ability to type 30 wpm+

• Must have ability to navigate computer systems, websites and office software (i.e. Microsoft Office).

• Must possess a professional and friendly demeanor and be able to quickly develop a rapport with customers over the phone
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Problem Solver with a continuous improvement mindset.
• Must be able to sit for extended periods of time

Preferred Skills

• Technical Support experience
• Familiarity with HVAC systems, mobile app support, or basic electrical / electronics
• Previous experience with order processing systems, databases or tracking programs
• Advanced Microsoft Office experience