Job Type: Full Time, Monday – Friday, in office
Coastal Heat Pumps is a family-oriented residential HVAC company based on South/Central Vancouver Island, operating from Victoria to Chemainus. Our goal is to lead the industry in providing the most comfortable indoor climate to every home in the communities we serve.
We are seeking an experienced Customer Service Representative to join our team. This is an excellent opportunity to advance your career with a company that offers competitive wages and benefits, training, and a great work-life balance in a professional environment.
Job description:
As our Customer Service Representative, you'll be the first point of contact for our customers. From booking appointments, dispatching technicians, and helping walk them through basic troubleshooting. It's a role that blends front-line customer service with coordination and problem-solving, ideal for someone who's organized, personable, and comfortable juggling priorities in a fast-paced office.
Responsibilities:
- Provide excellent customer service while communicating clearly and precisely
- Handle e-mails and inbound calls, while participating in training and outbound calling initiatives aimed at increasing booked appointments
- Convert incoming customer calls into booked service appointments
- Support team goals for booked appointments and call conversion rates
- Greet clients as they enter our office and assist them with their inquiries
- Learning, comprehending, and providing basic HVAC troubleshooting to customers
- Handle customer concerns and efficiently relay information to reporting managers
- Schedule appointments and dispatch technicians in a timely and efficient manner
- Track technician location, availability, and job status throughout the day to support efficient dispatch
- Proactively update customers on technician arrival times and job progress
- Record information accurately and maintain customer records in a CRM system
- Process payments, file, data entry, and other assigned tasks
- Communicate with colleagues, customers and vendors in a professional and timely manner
Qualifications:
- Proficiency with software systems including CRM (Service Titan Preferred), Excel, Word, Outlook, etc.
- 2 years of Customer Service experience in an office setting
- Proficient typing skills with a high degree of accuracy (50+ WPM preferred)
- High school diploma is preferred
- HVAC knowledge is preferred
Competencies for Success:
- Excellent verbal and written communication skills
- Ability to build trust and demonstrate empathy with customers and colleagues
- Conflict resolution skills in a calm and solution-oriented manner
- Ability to multitask and prioritize tasks in a fast-paced environment
- Have a passion for being a team player & helping others!
Benefits:
- Dental care
- Vision care
- Extended health care
- Health Spending Account
- Wealth Spending Account
- RRSP matching program
- Life insurance
- Casual dress code
- Opportunities for job performance bonus
- Company events
Pay: $22.00-$24.00 per hour
Expected hours: 40.0 per week
Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
- RRSP match
- Vision care
Experience:
- Office Customer Service: 2 years (required)
Location:
- Victoria, BC V8Z 1C1 (required)
Work Location: In person
