Analyst - Consumer Support

• Basic HVAC Product Knowledge: Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.
• Company Policies and Procedures: Understanding the company’s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

• Salesforce Experience: Familiarity with Salesforce to log and track customer interactions .
• Basic Computer Skills: Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.
• Multitasking: Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

• Efficient Call Handling: Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused.
• Task Prioritization: Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

• Empathy: Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued.
• Positive Attitude: Always maintain a positive and solution-oriented approach, even if you don’t have immediate answers or resolutions.
• Attention to Detail: Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

• Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.
• Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.
• Experience Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.

in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.

Shift Assignment: Ability to Work U.S.

Hours: Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.

• Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.
• Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.
• Ability to Work U.S. Hours: Supporting U.S. consumers, the role requires working in shifts that align with U.S. time zones, 8:00AM-6:00PM CST.