Customer Service Representative

Department: CSR

Location: Hillsboro, OH

Description Shafer Heating & Cooling, LLC has been serving homeowners since 1985, and as we continue to grow, we're seeking full-time team members to join us. Guided by core values that shape every decision, we're looking for individuals who act with integrity, bring a positive attitude to overcome challenges, and are committed to delivering customer service that truly makes a difference.

Our Customer Service Representatives play a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and scheduling timely assistance for repairs, installations, or maintenance. They serve as the initial point of contact for clients, handling calls, emails, and live chats. Our representatives must communicate clearly, demonstrate empathy, and ensure that all customer concerns are handled professionally, while also maintaining accurate records of interactions and coordinating with service technicians to deliver seamless service experiences.

Key Responsibilities

• Answer customer inquiries via phone, email, and live chat

• Schedule service appointments for repairs, installations, and maintenance

• Coordinate with service technicians to deliver seamless service experiences

• Maintain accurate records of customer interactions

• Resolve customer concerns professionally with empathy and clarity

• Serve as the primary point of contact for incoming service requests

Skills, Knowledge and Expertise

• Must pass a background check and drug test as a condition of employment

• High-volume call management

• ServiceTitan scheduling experience

• Clear, empathetic communication

• Accurate record and data entry

• Coordinate field service technicians

• Prior call center experience preferred

We Offer

• Health benefits including medical, dental, vision, and life insurance

• 401(k) retirement with company match

• On-site 24/7 access to company gym

• Weekly pay with incentives and bonuses

• Holiday pay, vacation pay, and paid time off

• Monthly Haircut Allowance

• Employee discount

• Paid training

• And so much more...