Customer Service Representative

Description

Who We Are:

Brody Pennell has been proudly serving the Los Angeles area since 1945, making us the longest-standing Carrier dealer in the city. With 80 years of experience, we’ve built our reputation on professionalism, courtesy, and consistent quality—values we still uphold today. Our team stays ahead by embracing the latest HVAC technology while maintaining timeless service standards. At Brody Pennell, we believe great customer service, fair pricing, and expert workmanship are the keys to lasting success—and that’s exactly what we deliver.

Job Summary

As a Customer Service Representative at Brody Pennell, you will be the primary point of contact for our customers, providing exceptional service and support. Your role involves handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring a positive customer experience.

Key Responsibilities

• Answer inbound calls and make outbound calls to customers.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues promptly and professionally.
• Document all interactions and transactions in the customer management system.
• Process orders, refunds, and exchanges.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain up-to-date knowledge of company products, services, and policies.
• Meet or exceed performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
  
  

Requirements

Qualifications:

• High school diploma or equivalent required; some college coursework preferred.
• Previous customer service or call center experience is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in using computers and various software applications.
• Ability to handle high call volumes and stressful situations professionally.
  
  

Working Conditions

• Office environment with standard office equipment.
• Occasional extended hours or shifts may be required based on business needs.
• Ability to adapt to a fast-paced and dynamic work environment.
  
  

Physical Requirements

• Sitting for Extended Periods: Ability to sit at a desk and use a computer for the majority of the workday.
• Typing and Data Entry: Proficiency in typing and using a computer mouse for data entry and communication tasks.
• Phone Usage: Ability to handle a headset or phone for extended periods.
• Visual Acuity: Good vision required for reading computer screens and documentation.
• Hearing: Ability to hear clearly through a headset or phone to effectively communicate with customers.
• Repetitive Motion: Frequent use of keyboard and mouse, which involves repetitive motion.
• Manual Dexterity: Adequate manual dexterity for handling phone equipment and performing data entry tasks.