At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders. This is a fully remote job as a contractor
About our client
Our client offers a range of General Contractor services that can be customized for each individual project. They provide competitive pricing and pay close attention to every detail of each project. They are committed to building lasting relationships and guarantee your satisfaction.
About the role
The Customer Service Representative (CSR) is responsible for delivering excellent customer service, managing customer inquiries, and ensuring customer satisfaction by efficiently addressing and resolving issues. The CSR will be the primary point of contact for customers, handling inbound and outbound communications, scheduling service appointments, and providing product and service information.
Key Responsibilities
1. Customer Interaction:
- Answer and manage incoming customer calls, emails, and messages promptly and Professionally.
- Greet customers warmly and ascertain the reason for their call or visit.
- Provide accurate information regarding Air ASAP’s HVAC services and products.
2. Appointment Scheduling:
- Schedule and coordinate service appointments for technicians.
- Confirm appointments and follow up with customers to ensure satisfaction.
- Update and maintain appointment calendars and scheduling software.
3. Issue Resolution:
- Address and resolve customer complaints and issues efficiently.
- Escalate complex issues to the appropriate department or manager.
- Follow up with customers to ensure resolution and satisfaction.
4. Sales Support:
- Assist customers with product selection and service recommendations.
- Upsell additional services and maintenance plans when appropriate.
- Process customer orders and payments accurately.
5. Record Keeping:
- Maintain and update customer records in the CRM system.
- Document all customer interactions and transactions accurately.
- Prepare and distribute regular customer service reports to management.
6. Continuous Improvement:
- - Stay updated on Air ASAP’s products, services, and promotions.
- - Participate in ongoing training and development opportunities.
- - Provide feedback and suggestions for improving customer service processes.
Skills/Objectives
- Advanced level of written and oral English
- 2 to 3 years of experience in a similar position
- Availability to work in the PST time zone.
- Achieve and maintain a high customer satisfaction score (e.g., NPS, CSAT).
- Ensure timely and accurate resolution of customer issues.
- Reduce average response and resolution times for customer inquiries.
- Increase the percentage of first-contact resolutions.
- Support sales efforts by upselling additional services and products.
- Contribute to achieving monthly and quarterly sales targets.
- Maintain a high accuracy rate in customer records and appointment scheduling.
- Minimize errors in order processing and customer interactions.
Perks - What’s in it for you?
- 10 days PTO
- US National Holidays
- Compensation: From $1,500 to $2,500 per month
In case this role if not a good fit for you, don’t hesitate to apply to another of our positions