Representative 3, Call Center

Job Description

Job Description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

Based in Southern California since 2007, CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $19.71/hr-$25.48/hr
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

Position Summary:
The Call Center Representative 3 will lead a team of Call Center Representatives, ensuring a prompt and accurate processing of customer calls and emails in compliance with customers’ requirements and company standards.

• Monitors customer inbound calls and email volumes, service levels, and queues.
• Receives incoming phone calls and emails, service inquiries from customers, and Service Departments. 
• Performs call quality assurance evaluations on a weekly basis.
• Cooperates with other departments to research and resolve customer questions/issues.
• Escalate customer issues/concerns to the Call Center Supervisor/Manager as needed.
• Conducts department training as needed.
• Carries out all responsibilities in an honest, ethical, and professional manner.
• Provides day-to-day direction and guidance to call center representatives.
• Communicates day-to-day information and department process changes to call center representatives.
• Helps resolve challenging customer calls and mentors call center representatives.
• Ensures customer service and quality of work meet customer requirements and Company standards.
• Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
• Performs other duties as assigned.

Schedule:

Open availability

Qualifications

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Strong computer (Excel/Outlook) skills.
• Ability to handle multiple tasks concurrently.
• Stay calm under pressure
• Able to actively listen and demonstrate empathy.
• Highly organized and strong attention to detail.
• Excellent verbal and written communication skills.
• Strong sense of urgency.
• “Can do” attitude and demonstrated commitment to get the job done.
• Reliable and dependable.
• Flexible schedule to work weekends, holidays, or overtime as required.
• Friendly and helpful demeanor.

Education and Experience

• 2+ years of Call Center experience or experience in a fast-paced and mission-critical response environment.

Ability to be punctual and dependable.

• Excellent customer service skills, including an ability to proactively address customer issues and concerns, and the ability to forge strong working relationships with customers and colleagues.
• Excellent verbal/nonverbal and written communication skills.
• Ability to manage multiple customer calls, set and balance competing priorities with good organizational skills, ability to multitask, and attention to detail.
• Ability to solve problems and apply good judgement.
• Ability to work independently and with minimal supervision.
• Ability to work constructively in a team environment and follow instructions from superiors. Ability to coach and train a team.
• Good leadership skills, ability to oversee a diverse workforce.
• Excellent teamwork and collaboration skills.
• Ability to effectively delegate work and follow through to ensure good results.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.