Customer Service Representative

8 months ago

Markham, Canada Empower Home Comfort Full time

**Empower Home Comfort is experiencing immense growth and looking for a Customer Service Representative/CSR to join our team We are the fastest growing HVAC company in the GTA. Due to rapid growth, we are looking to hire immediately and have great advancement opportunities available.**

Empower Home Comfort has great wages and benefits, however more important we have the best training, tools, and resources that allow our team members to perform like superheroes. We know our competition charges less, but that also means they pay less and expect a lot from their staff who are often blamed for customer complaints. We need a great Customer Service Representative/CSR because our reputation through client referrals is growing the demand for our services that we cannot meet.

**Position Purpose (Summary)**
- Schedule and book the service or sales appointments when clients and prospect call.
- Develop profitable sales and acquire customers through our established sales and marketing program.
- Identify new business opportunities by performing direct sales activities and providing support to the administrative personnel as requested.
- Dispatch, manage and allocate resources to meet the expectations of our clients.
- Process paper work from service techs, payments from the customers and respect the confidentiality of all information that they come into contact with.
- Develop self-generated leads through networking, data mining (from existing client records) and referral generation from previous clients.

**Responsibilities/Duties/Functions/Tasks**
- Answer the phone promptly and professionally.
- Call customers to confirm maintenance appointments and schedule as necessary.
- Work closely with service manager to coordinate scheduling and dispatch.
- Sell new service agreements and renew existing service agreements.
- Grow, monitor and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals.
- Receive, record, and maintain sales lead information, set appointments as necessary.
- Communicate clearly, precisely, and in a friendly manner. Take and deliver messages as appropriate. Ensure messages are received and follow up as appropriate.
- Ensure the accurate capture, data entry and maintenance of customer information.
- Work closely with the service, sales departments, recognizing and identifying possible sales opportunities facilitating appropriate follow up.
- Be familiar with our company, products, and services so many questions can be answered without consulting others.
- Alert managers quickly to significant customer issues, serving as a champion of the customers to our company.
- Perform dispatching and scheduling of service technicians and other resources.
- Win the confidence of new clients when they call for service or repairs.
- Schedule the client appointment and assign/match qualified staff to perform the work.
- Increase revenue from established customers, and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management.
- Follow-up on all leads, proposal, and potential sales until closed or lost
- Track lost sales
- Update the Customer Relationship Management (CRM) system for each interaction.
- Perform customer satisfaction calls after each visit.
- Ask for referrals and inform client where and how to make them.
- Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site.
- Continuously improve knowledge of HVAC work, and how Empower Home Comfort operates to benefit the customer.
- Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.
- Regularly review and monitor progress against goals, and seek assistance as needed.
- Communicate effectively with associates, superiors, vendors and customers.
- Possess superior interpersonal skills.
- Efficiently manage time and schedules.
- Be computer literate to the extent necessary to fulfill this function.
- Must be capable of understanding client needs, and favorably influence their decision.
- Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
- Clean, neat and professional appearance.
- Other duties as assigned

**Qualifications**:

- Have a strong work ethic
- Are willing to learn
- Enjoy being part of a team/Company family
- Are a good communicator
- Possess superior interpersonal skills
- Must be capable of understanding client needs, and favorably influence their decision
- Post-secondary education an asset
- Previous call centre experience required
- Excellent written and verbal communication skills
- Experience with marketing automation and CRM tools
- Capable to concurrently type and use various computer programs while carrying a conversation on the telephone
- Ability to effectively resolve custom

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