Customer Service Representative

Stephen K. Denny, Inc. is an established company with over 30 years of experience as a full-service HVAC contractor. They are seeking a Customer Service Representative (CSR) to serve as the frontline of their business, handling customer calls, scheduling appointments, and promoting memberships to ensure high-quality customer interactions.

Responsibilities:

• Answer and book incoming calls promptly using established scripts
• Collect accurate customer information and schedule the correct job type
• Overcome objections and resolve customer concerns empathetically
• Maintain KPIs, including booking rate, call time, memberships, and call volume goals
• Confirm and follow up on appointments, including outbound scheduling as needed
• Promote current memberships, promotions, and add-on services

Requirements:

• Answer and book incoming calls promptly using established scripts
• Collect accurate customer information and schedule the correct job type
• Overcome objections and resolve customer concerns empathetically
• Maintain KPIs, including booking rate, call time, memberships, and call volume goals
• Confirm and follow up on appointments, including outbound scheduling as needed
• Promote current memberships, promotions, and add-on services