Customer Service Representative, HVAC

Our Customer Service Representative, HVAC position is a great opportunity to join our growing team! This position is Hybrid working in our Jeffersonville, IN. office.

• Communicate effectively with all departments within AIG Warranty and with all external partners.
• Encourage a healthy working environment and be a positive role model for others in the company.
• Abide by company policies, procedures, and goals.
• Provide support and work closely with Account Management, Business Development, and Inside Sales Teams.
• Gain in-depth knowledge of new and existing HVAC programs and processes.
• Demonstrate a strong understanding of all programs and processes to effectively support dealers and distributors.
• Assist with new distributor and dealer onboarding, enrollment, and training processes.
• Provides guidance and assists HVAC dealers with matters such as (but not limited to) website navigation for entering sales and claims, understanding program guidelines, procedures, and overall general support for all programs.
• Utilize critical thinking and active listening skills regularly.
• Make independent decisions to solve problems based on contract terms and conditions and other guidelines/conditions of HVAC programs.
• Respond to all inquiries via phone or email within service level agreements and in a professional manner.
• Responsible for thoroughly researching and resolving data discrepancies following standard procedures.
• Process contract transfers, contract cancellations, and other administrative tasks.
• Complete all employee new hire and ongoing training as required.

• Computer and software skills, such as using MS Word, Outlook, Excel, and customer relationship management (CRM) systems, as well as various tools and systems to perform tasks and serve customers.
• Excellent written and verbal communication skills.
• Possess customer-oriented skills including empathy, patience, adaptability, and proactivity.
• Effective interpersonal skills.
• Determination to consistently meet deadlines.
• Capability to work independently and as part of a team.
• Balance multiple tasks at once and solve them all in a timely manner.
• Maintain superb organizational skills.
• Display a positive and professional demeanor at all times even when addressing escalated matters.
• General or technical knowledge of HVAC equipment.
• Ability to utilize online tools for research and problem solving.
• Ability to work well with others and explain technical information to peers and customers in an easily understood manner.
• Ability to stay calm and courteous while dealing with frustrating situations.
• Interested in learning new things and finding out more about customers, our products, and processes.

• 401k matching
• Health insurance
• Flight privileges

General Insurance is a leading provider of insurance products and services – focused on helping to manage risk for commercial and personal customers.