About Us
Brody Pennell Heating & Air Conditioning has been keeping Los Angeles homeowners comfortable since 1945. Our mission is to provide every customer with an exceptional experience, delivering the same five-star service our clients have come to expect.
With a legacy built on quality and reliability, Brody Pennell is Los Angeles’ most awarded HVAC contractor. We are proud to be one of only two companies in the nation to receive the Carrier President’s Award 14 times.
As we continue to grow and meet the evolving needs of our customers, we remain committed to:
✔ Ensuring customer satisfaction with top-tier service.
✔ Providing energy-efficient solutions for improved in-home comfort.
✔ Expanding our offerings to better serve our community.
Job Summary
As a Customer Service Representative at Brody Pennell, you will be the first point of contact for customers, providing exceptional service and support. Your responsibilities will include handling inbound and outbound calls, addressing customer inquiries, resolving concerns, and ensuring a seamless customer experience.
Key Responsibilities
📞 Customer Interaction:
- Handle incoming calls, providing accurate and helpful responses to customer inquiries.
- De-escalate concerns and offer solutions to dissatisfied customers.
- Make outbound calls to both existing and potential customers, informing them about new products, services, promotions, and recurring service opportunities. (A minimum of 75 outbound calls per 8-hour shift is required.)
📲 Lead Management:
- Monitor and respond to customer inquiries from Yelp, Facebook, Instagram, Google, and Podium chats within 5 minutes.
- Follow up on leads via email, ensuring responses are made within 5 minutes on assigned days.
📅 Appointment Scheduling:
- Book HVAC service appointments for systems over 12 years old and other high-demand calls.
- Maintain an outbound call quota of 75-100 calls per day, booking 10-15 appointments daily.
💡 Promotions & Memberships:
- Inform customers about special promotions and service offers.
- Meet sales targets by selling a minimum of 20 memberships per month.
📧 Administrative & Team Collaboration:
- Ensure all inbound calls are answered promptly, minimizing unanswered calls or reliance on the answering service.
- Follow up on answering service emails within 5 minutes of receipt.
- Engage in team communications, participating in management updates and chats.
- Adhere to schedules, including clock-in/out times, break/lunch schedules, and approved overtime policies.
- Be flexible during peak seasons, as schedule adjustments and mandatory overtime may be required.
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.
✔ Proficiency in computer use and software applications.
✔ Ability to manage high call volumes and remain professional under pressure.
🏢 Working Conditions:
- Office-based role with standard office equipment.
- Occasional extended hours or shifts may be required based on business needs.
- Must be able to adapt to a fast-paced work environment.
🖥️ Physical Requirements:
✔ Ability to sit for extended periods while working on a computer.
✔ Typing and data entry skills, with frequent keyboard and mouse use.
✔ Ability to handle phone calls for extended periods using a headset.
✔ Strong visual acuity for reading screens and documentation.
✔ Clear hearing for effective communication via phone and headset.
✔ Manual dexterity for handling phone equipment and performing data entry tasks.