JOB SUMMARY : This position is responsible for handling inbound and outbound service calls in an efficient and professional manner. Being on the frontline of Gault Family Companies, and utilizing techniques learned during extensive and continued training, a Customer Care Representative will create a rapport with Customers and seamlessly navigate their account to answer any inquiry to enhance the customer experience

ESSENTIAL FUNCTIONS:

• Maintain a high level of knowledge of Company processes and Company offerings.
• Consistently provide the highest level of customer care/service.
• Attend team and inter-department meetings as scheduled.
• Maintain excellent working knowledge of HVAC Systems, as well as changes and challenges of our industry.
• Consistently strive to personify Company Core Values.
• Provide team support outside of customer care as needed by cross training and providing additional telephone coverage during high volumes.
• Consistently meet or exceed the expected performance goals communicated by customer care management.
• Perform other duties and responsibilities as needed.

COMPETENCIES:

• Maintain high level knowledge of Company Software and account management system(s).
• Demonstrated competencies in PC Literacy in a Windows based environment possessing a working knowledge of Microsoft Word and Excel.
• Excellent oral and written business communication skills.
• Detail orientated and able to consistently produce accurate and detailed set up sheets.
• Team player who possesses high levels of integrity, care and ownership.
• Working knowledge of call center phone systems.
• Keep deadlines and exercise good judgement and high problem-solving skills.
• Use initiative and an innovative approach to daily tasks and have an always be learning attitude.
• Exemplify company core values of Integrity, Teamwork, Caring, Ownership.
• Have a passion for ‘Enhancing the Customer Experience.’
• Excellent customer service skills.
• A desire to learn new technologies and systems and a willingness to participate in continuing education.
• Maintain and promote a safe working environment.

REQUIRED EDUCATION & EXPERIENCE: 1-3 years of relevant work experience.

WORKING ENVIRONMENT: 100% office. Multiple locations in Fairfield County. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Field training including ride-a-longs with drivers and technicians, as assigned.

PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is frequently required to work from a stationary position, sit, stand, walk, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, crouch, kneel, balance or climb. The employee must occasionally lift and move object up to 25 pounds. The employee is regularly required to talk or hear.