Customer Service Representative-American Air Sanford, FL

About Us: Are you someone who provides service with a smile? Do you enjoy working with people and building lasting relationships? American Air & Heat is a growing company with many advancement opportunities, and we want you to be part of our busy team!

Position Summary: We are seeking friendly and enthusiastic Customer Service Representatives to join our team. As a CSR, you will be the first point of contact for both existing and new customers, converting incoming service requests into scheduled appointments for our field technicians. This role is crucial in establishing and maintaining customer relationships, providing a positive impression of our company, and ensuring excellent service.

Essential Job Functions:

• Efficiently manage and respond to high-volume customer calls each shift.
• Deliver a positive company impression and build long-term customer relationships.
• Handle all calls with urgency and provide superior customer service.
• Communicate professionally with Dispatch and Service teams to ensure proper customer handling.
• Convert service requests (calls and internet) into booked appointments that meet or exceed customer expectations.
• Identify and resolve customer needs promptly.
• Capture and relay customer concerns to the appropriate service team(s).
• Accurately enter and maintain customer information in the service database.
• Contribute to departmental and company success by meeting and exceeding performance objectives.
• Stay updated on all processes and changes to maintain proficiency.
• Propose and implement process improvements to enhance customer-handling procedures.
• Collaborate with dispatchers and other departments to ensure overall customer satisfaction.

Compensation: $16.00- $17.00 plus bonuses.

Schedule: This full-time position requires an 8-hour shift scheduled between 7:30 AM and 6:30 PM, Monday through Friday. One Saturday shift per month (7:00 AM to 5:00 PM) is required. NO Sundays.

Experience/Education:

• High School Diploma or equivalent required, associates and college degrees preferred.
• 2 years of customer service or call center experience.

Qualifications:

• A positive, friendly, and helpful demeanor
• Self-starter with a strong self-accountability mindset in achieving set individual and team goals
• Superior communication (oral, written, and over the phone)
• A self-starter who will thrive working independently and on a team
• Good listener, empathetic, and customer-focused
• Problem-solving with the ability to prioritize
• Organized
• Ability to multi-task with attention to detail
• Proficiency with computers, especially Microsoft Office software

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE

Administrative Info