JENNIFER MARTIN
Spartanburg
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Hvac Representative
Childers | Captain cool
Boiling Springs
03.2025 - Current
- Manage high-volume inbound & outbound calls for two HVAC brands, delivering responsive & professional customer support.
- Schedule service appointments, installations, and preventative maintenance to ensure timely and efficient workflow.
- Collaborate with dispatchers and technicians to resolve customer issues and provide accurate service updates.
- Conduct proactive outreach and cold calls to promote membership programs, successfully enrolling customers in ongoing service plans.
- Maintain detailed records of customer interactions while ensuring satisfaction and retention.
- Greet and assist walk-in customers, serving as the first point of contact and providing professional support for inquiries and scheduling.
- Collaborated with team members to ensure efficient service delivery.
- Assisted customers in selecting appropriate HVAC solutions for their needs.
- Maintained accurate records of service requests and completed work orders.
- Educated clients on proper HVAC system usage and care techniques.
- Assisted customers in selecting appropriate models or brands of heating and cooling products that best meet their needs.
- Coordinated with contractors and construction teams on new installations and major repair projects.
- Reviewed work orders and discussed with supervisors.
Customer Sales Representative
Spectrum Communications
Simpsonville
12.2021 - 03.2025
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
Customer Service Specialist
Duke Energy
Greenville
09.2018 - 12.2021
- Assisted customers with inquiries regarding energy services and billing issues.
- Resolved customer complaints using effective problem-solving techniques.
- Provided information on energy-saving programs and services offered by the company.
- Educated customers on safety measures and emergency procedures related to energy use.
- Conducted follow-up communications to ensure customer satisfaction with resolutions provided.
- Maintained knowledge of company policies, procedures, and industry regulations for accurate assistance.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Utilized CRM software to document customer interactions and track issues.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Established trust with clients through clear communication,patience, and understanding their unique challenges fully beforeoffering solutions tailored to their needs.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Receptionist
Ledawn Food Service Food Service
Spartanburg
04.2015 - 09.2018
- Greeted and assisted visitors, ensuring a welcoming environment at Ledawn Food Service.
- Supported inventory management by tracking food supplies and placing orders timely.
- Prepared and distributed internal communications to keep staff informed of updates.
- Assisted with event planning and logistical arrangements for company functions smoothly.
- Answered incoming calls, took messages, and transferred calls appropriately.
- Performed data entry tasks into various computer systems accurately and promptly.
- Processed payments and updated accounts to reflect balance changes.
- Assisted in maintaining food supply inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Handled mail distribution, including sorting and forwarding incoming mail and preparing outgoing mail.
- Kept updated records of office expenses and costs, assisting with budget tracking.
- Coordinated pick-up and delivery of food orders.
- Investigated and analyzed client complaints to identify and resolve issues.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
Education
GED -
Middle Tyger
Skills
- Company policies
- Complaint resolution
- Market awareness
- POS Systems
- Product Knowledge
- Customer Needs Assessment
- Performance Tracking
- Customer Engagement
- Account Management
- Payment Processing
- Salesforce
- Inbound Call Management
- Cross-Functional Collaboration
- Business Development
- Data entry proficiency
- CRM software expertise
- Process Optimization
- Team Collaboration
- Active Listening
- Critical Thinking
- Appointment Scheduling
- Documentation
- Data Collection
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Technical Support
- Clerical Support
- Customer relationship management
- Service coordination
- Inventory management
- Time management
- Effective communication
- Problem solving
- Conflict resolution
- Customer education
- Customer service
- Service scheduling
- Product knowledge
- Call management
- Data entry
- Attention to detail
- [Software] CRM system proficiency
- POS systems expert
- Payment processing
- Account updating
- Calm demeanor
- Critical thinking
- Adaptive team player
Timeline
Hvac Representative
Childers | Captain cool
03.2025 - Current
Customer Sales Representative
Spectrum Communications
12.2021 - 03.2025
Customer Service Specialist
Duke Energy
09.2018 - 12.2021
Receptionist
Ledawn Food Service Food Service
04.2015 - 09.2018
GED -
Middle Tyger