Consumer Services, Tstat Representative

Job Number: 11779

External Description:

About this role

If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you.

We are seeking a motivated, process-oriented individual in our Customer Care Center to support our customers via telephone and written communications. Our channel includes end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our Call Center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Following training, you’ll work on a hybrid schedule consisting of 3 days in-office and 2 days remote per week.

Key Responsibilities

• Provide exceptional customer support to homeowners.
• Manage all customer interactions via inbound/outbound phone, email, and written correspondence.
• Provide customer support related to Wi-Fi thermostats and other related remote access devices.
• Assist customers with troubleshooting Wi-Fi connectivity on website or phone applications.
• Assist customers with mobile app navigations, login/password issues, registering accounts, managing their devices, etc.
• Communicate customer facing issues to management and identify areas of opportunity.
• Collaborate with internal departments to resolve customer opportunities.
• Actively participate in departmental Carrier Excellence initiatives as well as agent certifications.

Required Qualifications

• High School Degree/GED.
• 2+ years of experience in a call center or troubleshooting.

Preferred Qualifications

• Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (Salesforce experience preferred).
• Ability to handle between 75-90 phone calls per day while maintaining a positive/responsive attitude with the customer.
• Working knowledge of Salesforce is desired.
• A background in Residential and Commercial HVAC applications, products and systems, and the ability to read basic technical drawings is desired.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Proficient in MS Office (specifically Word and Excel).
• Strong analytical skills, accuracy and attention to detail.
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time.
• Creative problem solving skills.
• Self-starter and well organized, able to multi-task and prioritize work.
• Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours.
• Spanish or French language skills are a plus.

Job Number: 30219228

Community / Marketing Title: Consumer Services, Tstat Representative

Location_formattedLocationLong: New York, US