Customer Service Representative

We are looking for a motivated and customer-focused Customer Service Representative to join our team. The CSR will be responsible for handling customer inquiries, scheduling service appointments, following up with leads, and ensuring a smooth customer experience from the initial contact through service completion.

Key Responsibilities:

• Answer and manage inbound customer calls, messages, online inquiries, and service requests promptly and professionally.
• Identify customer needs and determine the appropriate service based on the customer's request.
• Qualify leads by gathering accurate information about the customer, property, equipment, and service needs.
• Schedule and manage appointments using the company’s CRM and scheduling systems, ensuring all job details and customer notes are accurate.
• Follow up with unbooked leads and service opportunities through calls and messages.
• Provide customers with accurate information regarding services, pricing, promotions, memberships, and scheduling.
• Identify appropriate opportunities to promote company services, maintenance plans, and current promotions.
• Assist customers with questions regarding available rebates and incentives while providing accurate information based on current company guidelines.
• Communicate effectively with technicians, advisors, warranty, membership, and management teams.
• Document customer interactions, lead status, follow-up activity, and relevant job information in the company's CRM system.
• Handle appointment changes, cancellations, and customer concerns professionally.
• Assist with basic troubleshooting questions when appropriate and escalate technical or warranty issues to the appropriate department.
• Follow established procedures for warranty requests, newly installed system callbacks, and urgent service situations.
• Maintain a high level of customer service throughout the entire customer journey.
• Meet company performance KPI related to response time, booking rate, follow-up, customer satisfaction, and sales performance.
• Maintain accurate and organized customer records and ensure all relevant information is properly documented.

What We're Looking For:

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask and remain organized in a fast-paced environment.
• Comfortable handling a high volume of calls and customer inquiries.
• Strong attention to detail and accuracy.
• Ability to confidently communicate pricing, promotions, and service options.
• Sales-oriented mindset with the ability to identify opportunities while maintaining a customer-first approach.
• Ability to work independently while collaborating effectively with a team.
• Previous customer service, call center, home services, HVAC, or sales experience is a plus.
• Experience with CRM or scheduling systems is preferred.
• The ideal CSR is responsive, organized, professional, proactive, and customer-focused, with the ability to turn customer inquiries into booked appointments while providing an excellent customer experience.

Working conditions:

• Office work from 3:00 AM to 12:00 PM Bishkek time.
• Responsibility, discipline, and the ability to work nights.