Call Center Account Representative Location:

Lynchburg, Virginia Pay Range:

$45,000 - $55,000 annually The pay range for this position is included in the job description. The listed range represents the broader pay scale for the role. Individual compensation may vary based on factors such as skills, qualifications, experience, and location. Build Your Future with Southern Air Be part of a growing, employee-owned company with more than 80 years of success . At Southern Air, we are committed to delivering exceptional service while investing in the growth and development of our employees. Serving clients throughout Virginia, West Virginia, and North Carolina, we take pride in our people, our culture, and our reputation for excellence. As an employee-owner, you'll enjoy competitive compensation, outstanding benefits, career advancement opportunities, and participation in our Employee Stock Ownership Plan (ESOP). Position Summary Southern Air is seeking a customer-focused and highly organized Call Center Account Representative to join our Service Department. This position serves as a key point of contact for customers, providing professional and timely support while coordinating service requests and ensuring an exceptional customer experience. The ideal candidate will have previous customer service experience, strong phone communication skills, and the ability to efficiently manage multiple priorities in a fast-paced environment. This position offers a hybrid work environment , with all initial training conducted on-site.

Schedule:

Monday through Friday 7:00 AM - 5:00 PM 45-hour work week (40 regular hours + 5 overtime hours) One-hour lunch break Scheduled daily break Employees are expected to coordinate breaks, lunches, appointments, and PTO within the team's schedule to ensure proper customer coverage. Key Responsibilities Manage a high volume of inbound customer calls in a timely and professional manner. Follow established communication scripts and procedures when handling customer inquiries. Identify customer needs, clarify information, research issues, and provide appropriate solutions and alternatives. Determine service eligibility by comparing customer information to established requirements. Build and maintain positive customer relationships by delivering exceptional service. Accurately document customer interactions within CRM and call management systems. Meet individual and team performance goals and service metrics. Manage customer requests received through email and extract pertinent information for follow-up and resolution. Process and respond to after-hours customer service requests. Work under pressure and meet deadlines while maintaining a positive and professional attitude. Assist with departmental projects and administrative tasks during slower periods. Collaborate effectively with dispatch, service technicians, and internal departments. Perform other duties as assigned. Qualifications Required Qualifications Previous customer service experience. Professional phone experience in a call center, customer service, scheduling, dispatching, reception, or similar environment. Strong verbal and written communication skills. Excellent active listening skills with the ability to accurately document conversations while speaking with customers. Strong organizational and time-management skills. Ability to handle multiple tasks and competing priorities simultaneously. Customer-focused mindset with a commitment to providing exceptional service. Accurate typing, spelling, and data-entry skills. Ability to work effectively both independently and as part of a team. Ability to work in a fast-paced environment while maintaining professionalism and attention to detail. Ability to pass a background check and drug screening. Preferred Qualifications Previous call center experience. Experience working with CRM systems and customer management software. Prior experience in HVAC, construction, mechanical contracting, service operations, or related industries. Proven track record of meeting or exceeding performance goals and metrics. Key Skills for Success Customer Service Excellence Professionalism Active Listening Multitasking and Prioritization Time Management Knowledge Retention and Recall Creative Problem Solving Adaptability and Flexibility Attention to Detail Accurate Data Entry Stress Management Team Collaboration Speed and Efficiency Why Join Southern Air? Southern Air offers a comprehensive benefits package designed to support your health, financial well-being, and future growth. Benefits Include Competitive Compensation Employee Stock Ownership Plan (ESOP) 401(k) Plan with Company Match Medical Coverage with Company HSA Contributions Dental Insurance Vision Insurance Life Insurance and AD&D Coverage Short-Term and Long-Term Disability Supplemental and Dependent Life Insurance Paid Time Off (PTO) Paid Holidays Employee Assistance Program (EAP) Career Development and Advancement Opportunities Hybrid Work Environment Following Successful Completion of Training Equal Opportunity Employer Southern Air is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law. Learn More Visit us at www.southern-air.com to learn more about our company, culture, and career opportunities. Join Southern Air and become part of a team where your contributions matter and where you're an owner, not just an employee.