eCommerce Customer Service Representative jobs in Petaluma, CA

We are a local, family-owned HVAC company looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide service information, book appointments, and help to resolve any emerging problems that our customers might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls
• Schedule appointments in Service Titan
• Book sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Skills

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree
• Service Titan experience a big plus

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person