Customer Service Representative (CSR)

Shanklin Heating & Air Conditioning
September 18, 2023
"Dalton, Ohio
Job Function
Customer Service Representative (CSR)


Position: Customer Service Representative (CSR)

 At Shanklin Heating & Air, we're more than just an HVAC company; we're a family-owned customer service powerhouse with a rich history of making our clients' lives better since 1960. We're on the lookout for exceptional individuals to join our Customer Service Representative team. If you're a problem-solving guru who loves serving customers and wants to be part of an exciting and innovative team, this opportunity is perfect for you.


Why Choose Shanklin Heating & Air: We don't just talk about customer service; we live it every day. As a Customer Service Representative, you'll be the friendly voice on the other end of the line, spending around 90% of your day speaking with our valued customers. Our workplace is a vibrant blend of remote, hybrid, and in-office options, offering flexibility that suits your lifestyle. With flexible hours and opportunities for overtime, we're committed to ensuring your well-being, growth, and job satisfaction.

Key Responsibilities:

  • Be the Heartbeat of Our Customer Service: You'll be the go-to person, spending most of your day on the phone, making customers feel valued and heard.
  • Memberships: Be the expert on our membership plans, explaining them with enthusiasm, and creating a WOW customer experience.
  • Share the Excitement: Spread the word about our exciting specials and additional services, making customers' lives even better.
  • Goal-Driven Excellence: Be a goal-crushing superstar, exceeding targets and implementing company best practices.
  • Customer Delight: Go above and beyond to delight our customers with exceptional service, leaving them raving about us.
  • Efficiency and Proficiency: Keep the booking rate high and call handling time efficient.
  • Showcase Your Skills: Demonstrate your computer skills and interpersonal prowess at the highest level.

Training & Certification:

  • Continuous Improvement: We offer comprehensive CSR Training & Certification to help you sharpen your skills and stay ahead.
  • Personalized Coaching: Enjoy one-on-one coaching that drives call confidence and self-reliance, giving you every tool needed to excel in your role.


  • Passion for Customer Connection: Exceptional communication and problem-solving skills, especially on the phone.
  • Service Software Savvy: Proficiency in customer service software and tools.
  • Driven by Goals: A passion for exceeding goals and implementing company best practices.
  • Commitment to Excellence: Dedication to achieving or surpassing company KPIs.
  • Customer-Centric: A relentless focus on providing 100% customer satisfaction.
  • Tech-Savvy: High-level computer skills and outstanding phone etiquette.

Remote Job Requirements:

  • Hardware Provided: We provide a laptop, 2 screens, and a docking station to equip your remote workspace.
  • Internet Connection: You must have a reliable internet connection that allows for hardwired Ethernet connectivity to ensure uninterrupted communication.
  • Cell Phone: A cell phone with Wi-Fi capability is required for essential connectivity.


Benefits of Joining Our Team:

  • Competitive Pay: We recognize the value of your expertise, and your compensation will reflect your skills and experience.
  • Paid Vacation and Holidays: Enjoy a healthy work-life balance with paid vacation time and holidays to recharge and spend quality time with your loved ones.
  • 401(k) Matching: Plan for your future and enjoy peace of mind with our 401(k) matching program.
  • State-of-the-Art Equipment and Software: We equip our team members with cutting-edge tools and technology to maximize efficiency and effectiveness.
  • Employee Discount: Receive exclusive discounts on our products and services as a valued member of our team.
  • Supportive Work Environment: Join a team of happy employees who understand the significance of customer satisfaction in our success.
  • Health Insurance: We provide many options for your health care.


Take this opportunity to shape your future and join Shanklin Heating & Air, where your skills will be valued, your growth will be encouraged, and your well-being will be prioritized. Apply now to become part of our exceptional team and unlock your potential!


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