Customer Service Representative

Job Description

Job Description

About the Role: As a Customer Service Representative, you will be the face and voice of our company, providing outstanding customer service and ensuring a positive experience for our residential clients. You will play a critical role in managing customer inquiries, scheduling service appointments, and providing support to our technicians and service teams. Your excellent communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to our continued success and growth.

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance Pay directly tied to results – Get what you deserve
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors
• We invest in your future – leadership training that directly results into bigger career opportunities
• Learn on the job – continuous education stipends available

Customer Service Representative Key Responsibilities:

• Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.

• Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
• Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.
• May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
• Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
• Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
• Assist customers with troubleshooting minor issues over the phone, providing guidance and support after dispatching a technician if necessary.
• Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
• Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
• Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
• Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
• Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
• Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Customer Service Representative Qualifications:

• Previous experience in customer service, preferably in a service-oriented industry.

• Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
• Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
• Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
• Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
• High school diploma or equivalent.

About us:

Founded in 1965, C&C Air Conditioning, Heating, Plumbing & Electric is a family-owned and operated company proudly serving New Jersey for over five decades. With deep roots in Monmouth County, we’ve grown into one of the region’s most trusted names in residential and commercial HVAC, plumbing, and electrical services.

Now in its third generation of leadership, C&C continues to deliver exceptional service, quality workmanship, and a customer-first approach. Our commitment to excellence has earned us repeated recognition from industry leaders like Lennox, as well as long-standing partnerships with respected brands like Costco.

At C&C, we treat every customer like family—and we bring that same energy to our team. If you’re looking to grow your career with a company built on tradition, innovation, and integrity, we’d love to meet you.

C&C Air Conditioning, Heating, Plumbing, & Electrics is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.