As a Client Service Representative for our HVAC company, you will be the primary point of contact for our valued clients. Your role is crucial in ensuring exceptional customer service and satisfaction throughout the client engagement process. You will have the opportunity to build strong relationships with our clients and provide them with comprehensive support and assistance.

Responsibilities:

1. Client Communication: Serve as the main liaison between the company and our clients, handling all incoming inquiries, requests, and concerns promptly and professionally. Maintain effective and clear communication channels to ensure client needs are understood and addressed appropriately.

2. Customer Support: Provide accurate and detailed information to clients regarding our HVAC products, services, pricing, and promotions. Assist clients in determining the best solutions to meet their specific needs and requirements. Offer guidance and recommendations on HVAC system maintenance, repairs, and upgrades.

3. Order Processing and Scheduling: Receive and process client orders, ensuring accuracy and timeliness. Coordinate with internal departments, such as sales, operations, and logistics, to schedule installations, repairs, and maintenance services. Maintain an organized system for tracking orders and service appointments.

4. Issue Resolution: Address and resolve client concerns, complaints, and service issues in a timely and satisfactory manner. Collaborate with relevant teams to investigate and resolve any technical or operational problems. Keep clients informed about the progress of issue resolution and follow up to ensure complete satisfaction.

5. Client Relationship Management: Build and nurture strong relationships with clients to foster long-term partnerships. Regularly engage with clients to gather feedback, assess satisfaction levels, and identify opportunities for improvement. Proactively identify potential upselling or cross-selling opportunities to enhance client experiences.

6. Documentation and Reporting: Maintain accurate and up-to-date client records, including contact details, service history, and preferences. Prepare reports on client interactions, service requests, and resolution outcomes. Assist in analyzing client data to identify trends, patterns, and areas for improvement.

7. Product Knowledge and Training: Stay updated on the latest HVAC industry trends, technologies, and products. Attend training sessions and workshops to enhance product knowledge and customer service skills. Share expertise with team members and provide guidance and support when needed.

Requirements:

• High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.
• Proven experience in a customer service or client-facing role, preferably in the HVAC industry.
• Excellent verbal and written communication skills, with a professional and friendly demeanor.
• Strong problem-solving and conflict resolution abilities, with a customer-centric approach.
• Proficiency in using customer service software, CRM systems, and standard office applications.
• Exceptional organizational and time management skills, with the ability to multitask and prioritize effectively.
• Detail-oriented and committed to maintaining accurate records and documentation.
• Ability to work collaboratively in a team environment and independently with minimal supervision.
• Flexibility to adapt to changing client needs and business priorities.
• Empathy, patience, and a genuine desire to assist and support clients.

Join our team as a Client Service Representative and play a vital role in delivering exceptional service and building lasting relationships with our valued clients. Together, we will provide the highest level of client satisfaction in the HVAC industry.

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Aviator Heating & Cooling