About the role
Sila · Onsite
New Berlin Heating and Air Conditioning
As one of the most knowledgeable teams in the heating and cooling industry, New Berlin Heating & Air Conditioning knows what it takes to stay comfortable in Southeastern Wisconsin’s unpredictable weather. Our factory-trained, NATE-certified experts are trained in every detail of the heating and cooling systems we service and install—which includes furnaces, A/Cs, boilers, humidifiers, air cleaners, and climate-control systems.
At New Berlin Heating, we work by the numbers. Our local owner and president, Mike Eaton, is a mathematician with a degree in actuarial science, so he takes an analytical approach to HVAC service. Our team members are knowledgeable and skilled, each with years of industry-specific experience. When you call us for service, we’ll put that expertise to good use.
What We Do
We are a team of home service experts who go the extra mile to ensure peak performance for your home’s plumbing, heating and air conditioning and electrical systems.
Do you have strong organizational, customer service, and problem-solving skills? Do you like working in a fast-paced environment and meeting the changing needs of the home service business and its customers?
Then we want to talk to you.
The Customer Service Representative will learn from and work in the New Berlin, WI office with the Dispatchers. The Customer Service Rep will handle the day-to-day interactions with the customers and will be a valued player in support of the company’s growth.
The Big Task
You will promote customer satisfaction by converting incoming customer calls into booked service and sales appointments.
Key Sub Tasks
You will need to learn the call script in order to sound professional and authentic when speaking with our customers. Participate in training so that you grow and develop as a professional. Maintain and update our customer database with complete and accurate information.
· Maintain communication with dispatch and your manager.
· Respond promptly to customer inquiries.
· Schedule service appointments with techs and sales appointments with consultants.
· Manage in-coming calls and emails as well as make outbound calls.
· Communicate with customers through various channels.
· Acknowledge and resolve customer issues.
· Obtain product knowledge so that you can answer questions.
· Process orders, forms, and requests.
· Keep records of customer interactions, transactions, comments, and complaints.
· Communicate with colleagues, as necessary.
· Ensure customer satisfaction and provide professional customer support.
Desired Skills and Experience
· The ability to work Monday through Friday + overtime
· 3+ years work experience in a professional environment.
· Call center experience/Customer Service experience is required.
· Excellent communication, organizational, and interpersonal skills.
· Ability to stay calm when customers are stressed or upset.
· Encouraging and motivating personality.
· A polished and professional demeanor.
· Self-motivation and discipline.
· An ambitious and competitive nature.
· Highly evolved customer service skills.
· A working knowledge of Microsoft Office and computer savvy competence.
EEOC Employer
Job Type: Full-time
Salary: $20-$25 per hour
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