Call Center Representative - On-site

Logan A/C & Heat Services

57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)

Dayton, OH 45414

Starting at $17 an hour - Full-time

Logan A/C & Heat Services in Dayton, OH is looking to hire a full-time Call Center Representative to provide fast, friendly service to our customers. Do you enjoy helping others? Are you looking for work-life balance and a supportive growth-oriented environment?

WHO IS LOGAN A/C & HEAT SERVICES?

Logan A/C & Heat Services is the #1 residential Trane dealer in Ohio & a Mitsubishi Electric Diamond Contractor ELITE. For over 50 years, homeowners throughout Columbus, Dayton and Cincinnati, Ohio, have trusted Logan A/C and Heat Services as their heating and air conditioning company of choice. As the local source for expertise involving your HVAC system, you can rely on us when you want to make sure your home will be kept as comfortable as possible all year long. Whether you need expert help with your air conditioner, furnace, heat pump, ductwork, or anything else related to your climate control system, we are the residential HVAC company you can depend on for fast and friendly service.

A DAY IN THE LIFE OF A CALL CENTER REPRESENATATIVE

What I Do As A Customer Experience Specialist (https://www.youtube.com/watch?v=JFjdQLUHvOA)

The Customer Service Representative provides excellent customer service by answering phones, scheduling services, assisting, and directing customers to ensure a positive experience.

Essential Duties and Responsibilities:

• Answer incoming calls for all markets

• Schedule service calls efficiently and profitably

• Make outbound calls to schedule maintenance for customers

• Maintain customer records by updating account information

• Respond promptly to customer inquiries

• Follow up on unscheduled service leads

• Communicate with customers through email, text, and/or phone

• Maintain professionalism, courtesy, and empathy with customers, establishing a positive rapport

• Resolve product or service problems by clarifying complaints, determining the cause, and providing the best solution, with follow-up to ensure resolution

• Work and communicate professionally with peers, other departments, and markets

• Meet call metrics, maintenance plan goals, and evaluation expectations

• Ability to work a rotating schedule, including evenings, weekends, and holidays

• Perform additional duties as assigned

Competencies:

• Active Listening: Focuses on understanding customers and asking appropriate questions

• Communication: Timely and appropriate responses, demonstrating a quick grasp of information

• Composure: Remains poised under pressure and does not become defensive

• Courtesy: Demonstrates politeness and respect in interactions with others

• Patience: Tolerant and thorough, ensuring customer concerns are fully addressed before acting

Experience and Requirements:

• Bachelor's Degree or Associate's Degree with 1-3 years of related experience

• 1-3 years of experience in customer service

• Experience with customer database systems

• Proficiency in Microsoft Word, Excel, and Outlook

• Strong written and oral communication skills

• Ability to adapt to changes in a fast-paced work environment

QUALIFICATIONS

• Strong verbal and written communication

• Ability to work independently and with a team

• Excellent organizational skills

• Strong problem-solving skills

• Computer skills

• Experience talking over the phone

• 1-3 years customer service experience

• Ability to pass a background check

• Valid driver's license

WORK SCHEDULE

9:00 AM-5:30 PM Monday-Thursday & 8:30 AM-5:00 PM on Friday. This position also has a requirement for holidays and Saturdays, working at least one holiday a year and one Saturday a month with holiday and Saturday hours being 7:30 AM-12:00 PM.

Benefits:

• Eligibility for benefits begins after a 90-day probationary period.

• We offer a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance

• Health Savings Account (HSA)

• Short and Long-Term Disability Insurance

• Life Insurance

• Paid Vacation, Sick Time, and Holiday Pay

• 401(k) Plan and Profit Sharing (eligible after 1 year of employment)

To perform this job successfully, an individual must be able to meet the essential duties and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.