CSR (56013)

Customer Service Representative

Pay starting at: $17.00 - Depending on Experience (DOE)

Job description

Western Heating & Air Conditioning is looking for a Customer Service Representative!

We are looking for a dependable, service-driven Customer Service Representative (CSR) to join our team! We want someone with integrity, strong initiative, and who agrees with our company philosophy to exceed the customer's expectations. Western Heating is a family-owned company that has been in business since 1967. We pride ourselves on ethical treatment of our customers and our employees.

Job Description:

The CSR serves as the primary point of contact when customers call in. From handling inbound and outboard communication, scheduling, administrative support, and more. This role requires attention to detail, excellent phone communication, and the ability to thrive in a fast-paced environment.

Responsibilities:

• Answer incoming calls professionally and provide exceptional customer service
• Schedule service appointments and coordinate technician dispatching
• Assist with administrative tasks including data entry and documentation
• Support internal communication between CSR staff and other departments
• Maintain accurate customer records and service information
• Assist in resolving customer inquiries and concerns
• Prioritize tasks and manage multiple responsibilities effectively
• Help maintain a positive, organized, and team-oriented office environment

Qualifications:

• Strong phone and communication skills
• Excellent multitasking and organizational abilities
• High attention to detail and accuracy
• Ability to perform well under pressure in a fast-paced setting
• Self-starter with strong initiative
• Professional, patient, and well-spoken demeanor
• Customer service and office experience preferred
• Call center experience highly beneficial

Scheduling and Compensation:

• Starting at $17 hour, DOE (Dependent on Experience)
• SPIFFs and referral bonuses available
• Full-time: 32-40 hours per week
• Monday-Friday, with Saturdays as needed

Benefits:

• Health insurance
• Dental insurance
• Employee discount
• Paid time off
• Traditional 401K + Roth IRA with 4% Employer match
• Tuition reimbursement

Competencies 

Excellent communication skills including active listening. Strong written and verbal communication skills. Service-oriented and able to resolve customer grievances. Ability to handle sensitive customer concerns while proactively recommending solutions that meet the customer and company needs. Ability to prioritize tasks according to importance in a fast-paced environment. 

Education and Experience 

Requires a high school diploma and/or equivalent. Previous customer service experience is preferred. Must have experience with Microsoft Office Suite.