Customer Service Representative

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.