Call Center Representative

About Our Client

Since its inception in 2002, our client has pioneered e-commerce by offering pro-grade heating and cooling units directly to homeowners. As a team of innovative thinkers, the aim is to provide HVAC solutions in a manner that:

1. Encourages Americans to transition from low-efficiency, non-renewable HVAC appliances to high-efficiency, all-electric alternatives, essential for reducing dependence on fossil fuels and mitigating global warming;

2. Offers an effortlessly enjoyable shopping experience that consistently impresses customers through exceptional operational efficiency; and

3. Fosters a harmonious outcome for customers, team members, the organization, and the environment.

A leading team of forward-thinking innovators is striving to provide intelligent heating and cooling solutions to homeowners. This company stands as the first and largest e-commerce retailer specializing in heating and air conditioning equipment. The mission is to reduce global warming through the use of high-efficiency and all-electric HVAC equipment, while delivering a unique shopping experience that makes the process both enjoyable and straightforward. With a significant emphasis on customer satisfaction, this organization boasts a remarkable rating of 4.85 (out of 5) in customer satisfaction.

About The Role

The Call Center Representative serves as the first point of contact for all potential new customers. This role involves gathering the necessary information to assess and document the caller’s needs by utilizing a standardized set of questions provided in a script. Direct collaboration with product specialists is expected to offer top-notch assistance to each customer reaching out, while also working with technical support and customer service teams to triage customers for further assistance.

In this role, being friendly, professional, and attentive to customers’ needs is essential for ensuring they are connected with the appropriate person or team who can provide the best support.

Day in this role

– Act as the initial point of contact for customers

– Handle dozens of inbound calls daily

– Engage with a diverse array of customers and business personnel across the contiguous U.S.

– Utilize a call script to determine customer project needs

– Document all customer project needs in the lead management system

– Collaborate with various teams to direct customers to the right department

This is a fully remote position, not suitable for those seeking flexibility; it requires consistent dedicated work during scheduled hours.

Requirements

– Naturally self-motivated, collaborative, and positive demeanor

– Excellent conversationalist and listener

– Engaging phone presence – articulate and easily understood

– Assertive personality – able to manage situations gracefully

– Enjoyment of consistent, task-oriented work

– Ability to maintain poise and professionalism over the phone for up to eight hours daily

– Detail-oriented

– Clear written communication skills – including taking detailed notes on customer projects, communicating via email and instant messaging with coworkers, and sending emails to customers

– Typing speed of 40+ words per minute

– Must have reliable high-speed internet (DSL, Fiber, or Cable), a quiet workspace free from family or pets, and a backup plan for power or internet outages (all computer and headset equipment will be provided)

– Understands the necessity of maintaining a consistent schedule; the role demands presence at the desk, available and ready for phone calls during designated hours

– Availability during call center operating hours: M-F 7 am-7 pm, Sa-Su 10 am-4 pm CST

Benefits

– Competitive compensation based on experience

– Group health insurance along with a health savings account, 401k, paid time off, paid holidays, life insurance, short-term disability, and additional perks

– Paid training for educational and professional development

– Work-from-home (remote) model

– All necessary computer equipment and training will be provided