Customer Service Representative at CoolSys in Phoenix
Overview
crm and customer service specialist to support a nationwide portfolio in HVAC and refrigeration services. You will handle inquiries, process orders, and resolve issues across phone, email, live chat, and social media for 45,000+ locations. Work with sales and technical support to deliver first-contact resolutions and contribute to process improvements. This role is onsite in Phoenix with a Tuesday-Saturday schedule.
What You'll Do10
- 1Build strong relationships with customers to achieve first-contact resolution
- 2Process orders, returns, and exchanges accurately and efficiently to meet KPIs
- 3Document all interactions and resolutions in the CRM system for accountability
- 4Collaborate with sales and technical support to resolve complex issues
- 5Identify and suggest process improvements to enhance the customer experience
- 6Meet or exceed performance goals for satisfaction, response time, and resolution rates
- 7Adhere to the CoolSys CARES culture through collaboration, accountability, respect, empowerment, and safety
- 8Provide professional communication across phone, email, live chat, and social media
- 9Maintain up-to-date knowledge of products, services, and policies to provide accurate information
- 10Support a fast-paced environment while staying detail oriented and organized
Requirements10
- 1High school diploma or equivalent
- 21-2 years of experience in customer service or related fields (preferably in a contact center)
- 3Excellent written and verbal communication skills
- 4Strong problem-solving abilities and ability to think critically under pressure
- 5Proficiency with CRM systems and basic office software (Microsoft Office, Google Workspace)
- 6Ability to handle multiple tasks simultaneously and work independently or as part of a team
- 7Ability to remain calm and professional in challenging situations
- 8Detail oriented and highly organized
- 9Strong initiative and professionalism
- 10Pre-employment background screening and drug testing required
Salary Insight
$37 - $48k per year
Location
Required Skills
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