Company Overview: Join our dynamic team at a leading HVAC company dedicated to providing exceptional heating and air solutions. We are on the lookout for a passionate and customer-oriented individual to fill the role of Customer Support Specialist.
Job Responsibilities: - Act as the primary contact for customers, delivering exemplary customer service and promptly addressing all inquiries, service requests, and concerns.
- Ensure every customer interaction is handled with empathy and professionalism.
- Schedule and coordinate service appointments, liaising effectively with field technicians.
- Accurately record and manage customer information, service requests, and communications using our database (Service Titan).
- Maintain meticulous records of each customer interaction, including call logs and service requests.
- Support in managing emergency service requests and efficiently dispatch technicians as necessary.
- Tackle customer concerns, resolve issues, and escalate complex matters to the relevant team member.
- Follow company policies and procedures to ensure high-quality service and customer satisfaction.
- Collaborate with team members and technicians to deliver a seamless and exceptional customer experience.