Call Center Representative

Job Title: Call Centre Representative

Company: A-Better Heat & Air Conditioning

Location: This is a remote position for candidates based in Ohio or Pennsylvania, United States.

Employment Type: Full-Time

Salary: $26 - $43 USD per hour, commensurate with experience.

Job Overview

A-Better Heat & Air Conditioning is seeking a dedicated and professional Call Centre Representative to join our remote team. For over 40 years, our Oklahoma-based company has been a trusted provider of expert heating, ventilation, and air conditioning (HVAC) solutions. As the first point of contact for our valued customers, you will play a crucial role in delivering the exceptional service that defines our brand. The ideal candidate will be an outstanding communicator with a genuine passion for helping people and resolving their queries efficiently.

Responsibilities

* Handle inbound calls from customers regarding service requests, technical queries, and appointment scheduling.
* Provide accurate information about our range of HVAC products and services, from central air conditioning to ductless mini-splits.
* Schedule and coordinate service appointments for our certified technicians in an organised and efficient manner.
* Diligently record and maintain customer interaction details and service requests in our company database.
* Address and resolve customer issues or complaints with empathy, professionalism, and patience.
* Collaborate effectively with technicians and other internal departments to ensure a seamless customer experience.
* Perform outbound follow-up calls to ensure customer satisfaction and confirm service appointments.

Qualifications

* Proven experience in a call centre, customer service, or a similar client-facing role.
* Exceptional verbal and written communication skills with a professional telephone manner.
* Strong problem-solving abilities and a talent for active listening.
* Excellent organisational and time-management skills, with the ability to multitask effectively.
* Proficiency in using computers and CRM software; ability to learn new systems quickly.
* A self-motivated and disciplined approach to working independently in a remote environment.
* Previous experience in the HVAC or a related home services industry is advantageous but not essential.

Benefits

* Competitive hourly wage.
* Comprehensive training on our products, services, and systems.
* Opportunities for career progression within a stable and growing company.
* A supportive and collaborative remote team environment.