Customer Service Representative

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver exceptional customer service through telephone, email, chat, and form-fill interactions for homeowners, distributors, dealers, and both internal and external clients.

• Acquire a comprehensive understanding of products or services, including their features, benefits, and competitive advantages.

• Provide consumers with details about products, rebates, financing options, and targeted marketing initiatives.

• Collaborate with dealers to ensure effective consumer handoffs and product recommendations.

• Generate warm leads through inbound calls and completed forms, and relay these leads to HVAC dealers and contractors.

• Achieve sales and call center performance metrics established in KPIs and SLAs.

• Execute data entry, document reviews, tracking, and maintenance of customer and sales records.

• Consult with internal technical experts to address consumer inquiries regarding applicable products.

• Conduct follow-up calls or emails to nurture leads, respond to inquiries, and guarantee customer satisfaction.

• Meet or surpass designated sales quotas and targets.

• Seek assistance from the Call Center Supervisor when additional information or support is required.

• Complete special projects assigned within the call center.

• Identify and propose opportunities for process enhancements.

• Collaborate positively with management and colleagues to ensure effective teamwork and service delivery.

• Carry out other duties and additional projects as assigned.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• A minimum of 2 years of experience in customer service is required.

• Proficiency in providing customer service through telephone, email, chat, and form-fill contacts.

• Capability to gain a thorough understanding of products or services, including features, benefits, and competitive advantages.

• Ability to offer information regarding products, rebates, financing options, and targeted marketing campaigns.

• Skill in coordinating with dealers for consumer handoffs and product recommendations.

• Ability to generate and forward warm leads to HVAC dealers and contractors.

• Competence in meeting sales and call center performance metrics set in KPIs and SLAs.

• Proficient in data entry, document review, tracking, and maintenance of customer and sales records.

• Ability to consult with internal technical experts to resolve consumer product inquiries.

• Capability to conduct follow-up calls or emails and nurture leads effectively.

• Ability to meet or exceed assigned sales quotas and targets.

• Adherence to work instructions, operating procedures, and company policies.

🏝️ Benefits

• Remote work.

• Full-time employment.