Customer Service Representative

Call Center Representative - On-site

Logan A/C & Heat Services

57 reviews

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

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.