**Exciting Opportunity: Call Center Representative for an HVAC Manufacturer with Customer Service Expertise!** **Position Overview:** The **Call Center Representative** will be responsible for handling a wide range of customer inquiries, assisting homeowners, dealers, and distributors in a fast-paced, professional, and effective manner. The primary goal of the role is to connect homeowners with the appropriate dealers for sales, installation, or service, while also providing support for warranty information, product comparisons, and technical assistance. **Key Responsibilities:** + **Customer Referrals & Assistance:** + Connect homeowners with local dealers for sales, installation, or service requests through warm transfers. + Actively manage customer inquiries to ensure they are routed to the right department using a detailed internal database system. + Provide accurate product information and assist with product comparisons to help homeowners make informed decisions. + Facilitate dealer referrals to distributors for parts, technical support, or product inquiries. + **Warranty and Technical Support:** + Provide customers with warranty information, ensuring they are clear on terms, coverage, and processes. + Assist with basic troubleshooting and technical support for remote-access or Wi-Fi-capable products, such as thermostats and other smart devices. + **Complaint Resolution:** + Triage customer complaints or issues and escalate to Tier 2 representatives when necessary for more complex resolution. + Ensure all complaints are addressed and documented appropriately in the system for follow-up and resolution. + **Switchboard & Database Management:** + Serve as the initial point of contact for customers and dealers, utilizing the database to refer them to the appropriate department or support team. + Maintain a thorough understanding of product lines, dealer networks, and internal processes to provide seamless customer experiences. + **Customer Service Excellence:** + Provide courteous, professional, and timely responses to all customer inquiries. + Ensure customer satisfaction through effective problem-solving, empathy, and consistent follow-through. **Requirements:** + **Education:** High School diploma or equivalent; some college coursework preferred. + **Experience:** Previous customer service or call center experience is a plus. + **Skills:** + **Microsoft Office Proficiency:** Comfortable using MS Office Suite (Word, Excel, Outlook, etc.). + **Typing Speed:** 35-45 words per minute. + **Communication Skills:** Excellent verbal and written communication skills are essential, with a strong ability to articulate information clearly and concisely. + **Problem-Solving:** Ability to identify issues and provide solutions effectively, especially in high-pressure situations. + **Customer-Centric Attitude:** Strong focus on providing top-tier service and ensuring positive customer outcomes. + **Additional Skills (Preferred but not required):** + Knowledge of HVAC systems or the heating and cooling industry. + Experience with remote access or smart products, such as thermostats and Wi-Fi-based devices. + Bilingual (English/Spanish or English/French) is a plus, particularly for Canadian customer service. **Working Conditions:** + **Location:** This is a remote position, supporting customers across North America. + **Hours:** Flexible hours, but must be available for shifts that cover business hours in North America (including evenings and weekends as necessary). + **Equipment:** Company-provided computer, headset, and other necessary tools to facilitate the work environment. **Benefits!** + Competitive pay and benefits package. + Ongoing training and development to enhance your skills. + Opportunities for career advancement within a global leader in HVAC manufacturing. + A supportive team environment where your contributions are valued. **Pay Details:** $17.00 to $18.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/DisabledTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: + The California Fair Chance Act + Los Angeles City Fair Chance Ordinance + Los Angeles County Fair Chance Ordinance for Employers + San Francisco Fair Chance Ordinance