Location: all cities,AZ, USA
Overview With over 150 years of experience, and headquartered in Southern CA,?CoolSys is the market-leading indoor environment solutions company. Our full spectrum of best-in-class services includes HVAC & refrigeration installations, remodels, service & maintenance; and energy solutions, including controls and lighting.?CoolSys serves customers in the retail, commercial, food service, educational, healthcare, and industrial markets. WHY JOIN US We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include: Competitive pay Medical, Dental, Vision and Prescription coverage Paid vacation and holidays 401(K) match Life insurance, AD&D and long-term disability Tuition reimbursement Opportunities available nationwide Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more Pet Insurance Legal Plan, and ID Theft Protection Responsibilities Provide best-in-class customer service Achieve and maintain quality assurance standards Receive incoming phone calls and service inquiries from customers Use the proper tools and procedures to capture customer service requests and entering them in the CoolSys system. Triage calls to the appropriate person to best assist the customer. Navigate call center software providing exceptional customer service Support team members in conducting follow up with customers as needed. Respond to 3rd Party web service requests Provide updates to customers on call status and service requests. Update quote status to accurately reflect approvals or rejections from customers. Process customer correspondence requests and return electronic mail when applicable. Retrieve voicemails and complete necessary actions to fulfill customer's service requests Answer customer inquiries regarding general questions in doing business with CoolSys. Resolves problems by interpreting issues, researching and communicating customer request Identify and use proper escalation protocols Maintains call center database by entering accurate information. Keeps equipment operational by following established procedures, and reporting malfunctions. Contribute to the completion of team support tasks Adhere to schedule requirements Understand and adhere to company policies and procedures. Work with other departments/personnel where necessary to resolve customer questions/issues. Perform above functions within department expectations/metrics. Able to multi-task in a high energy and fast-pace work environment. Ability to communicate effectively with customers via phone or in writing. Use the proper tools and procedures to capture customer service requests and entering them in the CoolSys system. Qualifications Recognize problems, resolve or escalate as needed. Ability to manage high volume of service requests Strong verbal and written communication skills Telephone and computer skills Willing to work modified schedule and overtime as needed Proficient in MS Office (Outlook, Word and Excel) Proficient in call center and approved 3rd party system applications Use a variety of scripts to ensure customer is provided accurate and timely service. Able to handle stressful interactions with customers. Complete CoolSys provided training as required. Active listening skills Attention to detail Experience with call center phone systems and reporting is required Ability to work rotational schedule Education and Experience Requirements: High school diploma or equivalent At least three years of call center representative experience Join Us Today, there are 26 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth! Connect with us on Facebook and Twitter. Coolsys is an EEO/AA Employer. ?All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply. ? Pre-employment background screening (criminal and MVR for driving positions) and drug testing are?required?for all positions. Coolsys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.