Customer Service Representative

Job Description

Job Description

At Cooling Unlimited, Inc., we've been growing steadily since 1986, starting with just a single truck. As a family-owned business, we take great pride in earning the trust of our customers across Middlesex County by expertly addressing their HVAC and plumbing needs and consistently delivering exceptional service. If you're looking for a place where your skills are valued and you can make a real impact, we'd love to hear from you!

We are looking for a dedicated and organized Customer Service Representative who excels at coordinating schedules, managing communications, and ensuring a smooth customer experience from start to finish!

Work Hours: 8 am to 5 pm, Monday through Friday, occasional overtime may be required

Pay Range: $22 - $27 per hour depending on experience + Spiffs!

Our Benefits:

• Health insurance - 50% paid by employer
• Dental & vision insurance - 50% paid by employer
• 100% employer-paid short and long-term disability insurance
• 100% employer-paid life insurance
• 401K retirement plan with 3% company match
• 5 Paid sick days on the accrual basis
• 7 Paid holidays
• Vacation time
• Paid day off on your birthday!

Required Qualifications:

• High school diploma or equivalent
• Exceptional customer service skills
• 1-2 years inside sales, call center, or telemarketing experience is a plus
• Experience in the HVAC industry is a plus
• Knowledge of Service Titan software is a plus
• Excellent communication skills, both written and verbal
• Strong computer skills and ability to type a minimum of 30 wpm
• Proficiency in Word, Excel, and Outlook
• Strong attention to detail
• Positive "can do" attitude
• Must be able to multi-task

Job Duties:

• Answer and manage inbound calls using a multi-line phone system.
• Assist customers in emergency situations with professionalism and urgency.
• Schedule and coordinate service and maintenance appointments.
• Respond to customer inquiries with accurate information and exceptional service.
• Collaborate closely with service technicians to ensure efficient job completion.
• Dispatch technicians to service calls and adjust schedules as needed throughout the day.
• Actively listen to and address customer concerns to ensure satisfaction.
• Enroll customers in the company's maintenance program and explain its benefits.
• Conduct outbound calls to existing and prospective customers to generate business opportunities.
• Perform follow-up calls to ensure quality service and customer satisfaction.
• Complete additional administrative and operational tasks as assigned.