Customer Service Representative

Position Summary
The Customer Service Representative provides telephone customer support during business hours. The position will maintain the customer database with current information. A key component is to provide clear and concise communications with department managers, employees and customers, including keeping customers apprised as to company schedule and requested lead-times
Qualifications

• Advanced customer service skills via phone and email
• Ability to multi-task and remain organized with required assignments
• Geographical knowledge of service area or map reading skills
• Computer skills including but not limited to Word, Excel, Power Point and other scheduling and database programs
• High school diploma or general education degree (GED) required
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience
• Knowledge of industry is recommended but not required
• Ability to assist with customer collections

Responsibilities/Essential Functions/Job Duties

• Customer Service Telephone Support including incoming and outgoing calls, responding to after-hour messages, customer survey, and follow up appointments/scheduling

• In the absence of the Dispatcher, Schedule and coordinate all service calls as calls are received for travel efficiency

• Adjust schedules as needed for weather changes, emergency calls, follow up appointments, etc

• Follow up on all pending and recommended work with customer utilizing the pending work log

• Update customer files as information is received from installation. (Extended warranties, equipment info, new customers, Birthday tickler file, etc.)

• Happy calls – follow-up calls to serviced customers

• Suggestive sell EMA’s, humidifiers, thermostats, MPG filters, etc.

• Maintain the residential maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.

• Assist with commercial maintenance agreement scheduling

• Track all dispatches needing a return visit - awaiting materials or programming (Backorders)

• Assist with customer collections and other light office duties as assigned

Armstrong is an Equal Opportunity Employer

Job Type: Full-time

Salary : $29,700 - $37,600