Temporary Homeowner Support (customer Service Rep) - Remote Eligible

Temporary Homeowner Support (Customer Service Rep)

The Homeowner Support Representative acts as the vital link between customers and the manufacturer, ensuring clear communication and outstanding service. This role demands a composed, resourceful, and customer-centric approach to effectively assist homeowners. Key responsibilities include guiding customers through product registration, clarifying warranty terms and business processes, and offering in-depth product expertise. Additionally, the representative connects consumers with local dealers or contractors, including those authorized for Extended Service Agreement repairs, ensuring a seamless support experience.

May include:

• Provide outstanding customer support by addressing homeowner inquiries in a professional and timely manner via phone calls, emails, case forms, and chats.
• Assist customers with product registration, ensuring accuracy and compliance with company procedures.
• Clarify warranty terms, business processes, and service agreements to help homeowners understand their coverage and options.
• Offer expert product knowledge and troubleshooting assistance to ensure customer satisfaction.
• Facilitate consumer access to local HVAC dealers or contractors, including those authorized for Extended Service Agreement repairs.
• Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up.
• Collaborate with internal teams to address customer concerns and improve service processes.

Nature and scope:

• Takes direction from lead.
• Works within well-defined instructions.
• Understands warranties and has basic product knowledge.

Knowledge and skills:

• Excellent customer service skills.
• Ability to handle a high volume of inbound calls.
• Ability to deescalate calls and diffuse upset callers.
• Ability to handle data in a timely manner.
• Effective communication skills – articulation, pronunciation, and proper grammar a must.
• Strong judgment and aptitude desirable, along with ability to manage multiple and varied activities.
• High level of proficiency in time management, with strong ability to prioritize.
• High accuracy of information and accuracy of work.
• Strong attention to detail.
• Ability to work in an office and contact center with male‑sound recommendations.
• Work effectively independently and collaboratively with internal and external customers.
• Working knowledge of computers and business software, Microsoft Excel, and Word.
• Ability to sit or stand for extended periods of time.
• Ability to meet deadlines and work efficiently.
• Ability to work unsupervised, prioritize workloads, multitask, multi‑line phone, copier, and document scanning.
• Ability to maintain a flexible schedule and complete work within assigned time lines.
• Knowledge of warranty processes.
• Knowledge of a HVAC industry is preferred.

Experience:

• 1–3 years of progressive experience in related field (warranty processes and preferably within HVAC industry).
• 1–3 years of customer service experience.

Education:

• High School diploma or GED equivalent and familiarity with finance, accounting, and statistics desirable.

Physical requirements / working environment:

Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports to: Manager, Customer Support

EEO statement:

Qualified applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.