ContactUS, LLC

Heating & Cooling Phone Support Agent

ContactUS, LLC

Dec 4th, 2022
ContactUs Communications is dedicated to providing top-grade customer support for Fortune 500 and Inc. 500 brands. We use leading contact center technology to measurably enhance our client’s business and improve the overall customer experience. We are 100% dedicated to creating sustainable growth and providing advancement opportunities for our employees. We are seeking a wide variety of talented, energetic people including veteran developers, experts in training, reporting, operations management, or even recent graduates interested in customer service and inbound sales.

We provide employees with a competitive starting wage plus a full benefits package including medical and dental insurance, paid vacation, shift premiums and 401K retirement. We believe in developing hardworking individuals into industry leaders and promoting from within the company. ContactUs offers work from home opportunities and has locations in Columbus, OH, Grindstone, PA and Jacksonville, NC. Join our team today!
3700 Fishinger Blvd.
Columbus, OH 43026
http://www.cusc.com/
ContactUs Communications based in Grindstone, PA is expanding and we have a new client need!
Training starts Monday, July 18th for 1st shift, 8a-4:30p EST. Training is 2 weeks long M-F. The work production schedule after training is M-TH 8a-6p EST & Friday 8a-5p EST NO WEEKENDS!
This is a work at home opportunity.
Y
ou also must be 18 years old with a HS Diploma or GED, pass a background and drug screen.

Frontline Support Agent (Tier 1 – Technical Service/Customer Service)

Duties

  • Receives inbound calls from new and existing customers and answers questions about heating and cooling products.
  • Use knowledge of products or services as well as great customer service skills to address issues, solve problems, provide product or program support or other information, and satisfy customers.

  • Provides basic technical troubleshooting (Tier 1) for Smart Home products and other products as directed.
  • Creates customer records for Technical Support with excellent data accuracy.
  • Processes all phone calls utilizing the required data entry standards and transfer protocols.
  • Follows up with other key contacts as appropriate to resolve customer issues.
  • May include other duties, such as email, data processing, order status/tracking or basic client account maintenance activities.

  • Meets Quality Assurance requirements and other key performance metrics.
  • Performs other duties as necessary and/or assigned.

Required Skills:

  • Previous experience in customer service

  • Excellent interpersonal, written and oral communication skills
  • Ability to type 30 wpm+
  • Must have ability to navigate computer systems, websites and office software (i.e. Microsoft Office).
  • Must possess a professional and friendly demeanor and be able to quickly develop a rapport with customers over the phone
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

  • Problem Solver with a continuous improvement mindset.
  • Must be able to sit for extended periods of time

Preferred Skills

  • Technical Support experience

  • Familiarity with HVAC systems, mobile app support, or basic electrical / electronics
  • Previous experience with order processing systems, databases or tracking programs
  • Advanced Microsoft Office experience

***Additional job tasks may be required or duties re-assigned based on client needs.

If you require alternative methods of application or screening, you must approach ContactUS, LLC directly to request this, as we're not responsible for the employer's application process.

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