Customer Service Representative

Help us in making a difference for our Customers!

At East Coast Heating & Air Conditioning, company culture is what it is all about. We are friends united as a team, with a common goal. Things have become even more exciting, with the recent move to our fully renovated HQ location in Dover, NH!

We are committed to our employees, their development, and their work-life balance. Work friends and teams are important, but we also recognize and respect the importance of family and personal time!

We know you will love it here, but HR tells us you need to know a little bit about the Job:

Our Service team is filled with individuals that are engaging and energetic. Picture a group of customer-service-minded, problem-solving, go-getters…That’s us. The ideal candidate to join our Service Team as a Customer Service Representative (CSR) has significant experience and training in answering phones, is highly motivated and competitive, and has a strong work ethic, with exceptional customer service skills. Whew – that’s a mouthful, isn’t it?

Don’t worry so much over the job details now, come meet us, see us in action, and review the job details with our Business Manager. If you have Phone & Microsoft computer skills, then we can train you to do this job. We just need a customer-service-minded, reliable, dependable, composed individual, to push our customer experience to the next level. Our high employee satisfaction and minimal turnover, proves that we are THE best HVAC firm to work for in the Seacoast area!

Job Type: Full-time
Pay: $20 – $24 an hour
Experience: Customer Service: 1 year (Required)
Location: In Person / In Office

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Responsibilities & Duties

• Provide an attentive, fun, and positive experience to our loyal patrons and prospective clients
• Maintain and strengthen relationships with our repeat customers
• Administer and “quarterback” our Customer E$A Program
• Help to facilitate an organized and profitable service department
• General coordination and scheduling of our friendly and skilled technicians
• Use of our cloud-based service software (Service Titan) for creating service tickets
• Customer contact and follow-up for recommended work, membership renewal, and reminder scheduling. “Warm” calling to existing customers, for maintenance agreements and follow up service work.
• Proven ability to stay on task and remain calm, while dealing with high-pressure situations or clients.
• Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
• Other assigned duties as directed by management
• Physical Requirements: Must be able to sit for long periods of time

Education and Experience

• High school diploma or equivalent
• 2-5-year experience in a customer service environment
• HVAC experience a plus but not required

Key Competencies

• Honesty and Integrity.
• Prior HVAC industry experience preferred (either in office, field, or both).
• Strong computer skills (digital scheduling, MHelpDesk, invoicing).
• Exemplary language and writing skills for thorough internal/external e-mails and correspondence.
• Proven ability to stay on task while dealing with high-pressure situations.
• Self-starter, motivated by a team goal.
• Strong people skills and ability to connect or empathize with our staff and customer base.

Equal Opportunity Employer

East Coast Heating & Air Conditioning is committed to an equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally‑recognized basis including, but not limited to: race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under federal, state, or local law. In Arizona, the following also are a protected class: race, color, religion, sex, age, disability, AIDS/HIV status, national origin, status as a cardholder for medicinal marijuana, and genetic test results.