Customer Service Representative

Job Description

Job Description

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 :

Working Conditions :

Physical Requirements :