Customer Service Representative

🌟 Be the Voice of Excellence - Join Amistee as a Customer Service Representative! 🌟

Position Title: Customer Service Representative

Company Name: Amistee Air Duct Cleaning and Insulation

Pay Range: $16-$22 per hour, depending on experience

Industry: Air Duct Cleaning (Residential, Commercial, Industrial)

Location: Novi, MI

Job Overview

Are you passionate about helping people and skilled at turning customer interactions into lasting impressions? Amistee Air Duct Cleaning and Insulation is hiring a Customer Service Representative (CSR) to join our high-performing team in Novi, MI. As the first point of contact for our valued clients, you'll play a crucial role in delivering exceptional service, coordinating appointments, and ensuring smooth operations between customers, dispatch, and field teams.

We offer ongoing training, including personal 1:1 sales coaching every other week, designed to help you set and achieve your professional goals while growing your skills in a supportive, fast-paced environment.

Who We Are

Founded in 2005, Amistee Air Duct Cleaning and Insulation has become a leading name in residential, commercial, and industrial HVAC cleaning services throughout Michigan. We're known for our professionalism, integrity, and dedication to customer satisfaction. Our team-focused culture emphasizes growth, accountability, and excellence—making Amistee a rewarding place to build a career.

Key Responsibilities

• Customer Support & Communication
• Answer inbound calls, emails, and texts regarding quotes, services, and scheduling.
• Provide friendly, efficient assistance and promptly resolve customer concerns.
• Escalate complex issues to supervisors when necessary.
• Appointment Scheduling & Coordination
• Schedule and confirm service appointments with customers and the dispatcher.
• Send appointment confirmations via phone or text (1 day ahead for Tue-Sat jobs; 3 days ahead for Mon jobs).
• Communicate with technicians to ensure seamless coordination.
• Data Entry & Documentation
• Log all customer interactions and changes in our CRM system.
• Record appointment updates, payment confirmations, and change orders accurately.
• Process cancellations and ensure calendar accuracy.
• Sales Support & Upselling
• Promote additional services (e.g., dryer vent cleaning, insulation, Aeroseal, Duct Armor) in a helpful, non-pushy way.
• Educate clients about Amistee's service offerings and benefits.
• Problem Resolution
• Proactively communicate any technician-reported issues to customers.
• Assist with troubleshooting basic service issues and escalate when needed.
• Cross-Functional Liaison
• Collaborate closely with dispatchers, field techs, and service managers to ensure smooth daily operations.
• Provide input on ways to improve customer service and internal processes.
  

Qualifications

• Required:
• High school diploma or equivalent.
• At least 1 year of customer service experience, ideally in a field service or dispatch role.
• Strong communication skills and a professional demeanor.
• Proficient in Microsoft Office (especially Excel); experience with CRM/scheduling software.
• Highly organized with the ability to multitask under pressure.
• Preferred:
• Experience in HVAC, field services, or home improvement.
• Familiarity with Amistee's services (duct cleaning, insulation, etc.).
• Comfort with consultative upselling in a customer service context.
  

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Paid Time Off (Vacation, Holidays, Sick Days)
• Weekly Pay Cycle
• Signing Bonus Opportunities
• Continued Sales & Service Training
• Company Events and Team Outings
• Career Development and Growth Pathways
  
  

Schedule

Full-time: Monday-Friday, with occasional Saturday shifts as needed.

Location

Novi, MI 48374 - Office-based with collaboration across teams and departments.

Equal Employment Opportunity

Amistee Air Duct Cleaning and Insulation is proud to be an Equal Opportunity Employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workplace. All qualified candidates will receive consideration without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status.

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