Heating & Cooling Phone Support Agent Job at ContactUS, LLC
ContactUs Communications based in Grindstone, PA is expanding and we have a new client need!
Training starts Monday, July 18th for 1st shift, 8a-4:30p EST. Training is 2 weeks long M-F. The work production schedule after training is M-TH 8a-6p EST & Friday 8a-5p EST NO WEEKENDS!
This is a work at home opportunity.
Y
ou also must be 18 years old with a HS Diploma or GED, pass a background and drug screen.
Frontline Support Agent (Tier 1 - Technical Service/Customer Service)
Duties
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Receives inbound calls from new and existing customers and answers questions about heating and cooling products.
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Use knowledge of products or services as well as great customer service skills to address issues, solve problems, provide product or program support or other information, and satisfy customers.
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Provides basic technical troubleshooting (Tier 1) for Smart Home products and other products as directed.
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Creates customer records for Technical Support with excellent data accuracy.
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Processes all phone calls utilizing the required data entry standards and transfer protocols.
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Follows up with other key contacts as appropriate to resolve customer issues.
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May include other duties, such as email, data processing, order status/tracking or basic client account maintenance activities.
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Meets Quality Assurance requirements and other key performance metrics.
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Performs other duties as necessary and/or assigned.
Required Skills:
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Previous experience in customer service
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Excellent interpersonal, written and oral communication skills
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Ability to type 30 wpm+
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Must have ability to navigate computer systems, websites and office software (i.e. Microsoft Office).
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Must possess a professional and friendly demeanor and be able to quickly develop a rapport with customers over the phone
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Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
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Problem Solver with a continuous improvement mindset.
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Must be able to sit for extended periods of time
Preferred Skills
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Technical Support experience
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Familiarity with HVAC systems, mobile app support, or basic electrical / electronics
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Previous experience with order processing systems, databases or tracking programs
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Advanced Microsoft Office experience
***Additional job tasks may be required or duties re-assigned based on client needs.
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