Assistant Office Manager & Customer Service

Nicole Wallace

Customer Service Representative/Assistant Office Manager

Whittier, CA 90602 Phone: 562-***-**** Email: ******.***********@******.***

Professional Summary

Results-driven Customer Service and Assistant Office Manager with extensive experience in the HVAC industry, supporting daily office operations while delivering exceptional customer service. Skilled in scheduling service calls, dispatch coordination, invoicing, data entry, accounts support and maintaining accurate records. Experienced in handling high-volume customer inquiries, resolving issues efficiently, and serving as the primary point of contact for residential and commercial clients. Adept at coordinating with technicians, managing calendars, processing work orders, and ensuring smooth office workflow in a fast-paced environment. Recognized for strong communication, organizational, and multitasking abilities, with a commitment to delivering outstanding customer experience, improving operational efficiency, and contributing to overall business success.

Core Competencies

Customer Service Excellence

Problem Resolution & Critical Thinking

Service Titan Proficiency

HVAC & Plumbing Knowledge

Data Entry & CRM Systems Management

Conflict Resolution & Negotiation

Appointment Scheduling

Microsoft Office Suite (Outlook, Word, Excel)

Professional Experience

Air Concepts May 2026 – Current

Assistant Office Manager

Collaborate with management and field technicians to maximize operational efficiency.

Train and support office staff while improving administrative processes and CRM usage.

Support estimating, invoicing, payroll coordination, and job documentation with accuracy.

Manage customer communications, resolve service inquiries, and maintain exceptional customer satisfaction.

Oversee daily office operations, coordinating HVAC service schedules, dispatching technicians, and ensuring efficient workflow.

Andersen Commercial Plumbing August 2024 – March 2025

Customer Service Representative

Managed inbound customer calls to schedule service appointments and handle follow-up inquiries on previous services.

Responded to emails, chats, and online leads promptly, ensuring timely service delivery.

Effectively addressed customer concerns regarding scheduling, pricing, and service details, maintaining high satisfaction.

Utilized Service Titan software to streamline service scheduling, dispatching, and customer tracking.

Followed quality assurance scripts and protocols to ensure consistent delivery of top-tier service.

Home Comfort USA March 2024 – August 2024

Customer Service Representative

Provided exceptional customer support via phone and email, offering accurate information on HVAC products, services, and warranties.

Assisted customers with order placements, appointment scheduling, and processing returns/exchanges, ensuring smooth transaction flow.

Addressed and resolved customer complaints swiftly, escalating complex issues to higher-level departments when necessary.

Worked closely with technical teams to provide basic troubleshooting support for HVAC equipment and services.

Maintained accurate customer records and managed updates within the CRM system.

Viking Cruises May 2022 – January 2024

Reservations Agent

Managed both inbound and outbound calls, delivering an outstanding pre-cruise experience to guests.

Applied strong critical thinking and negotiation skills to resolve complex customer issues within tight deadlines.

Focused on guest retention by demonstrating empathy, educating clients on cruise offerings, and addressing concerns with professionalism.

Acted as a customer advocate, providing feedback to senior management regarding customer trends, potential issues, and areas for improvement.

Communicated high-risk situations and sensitive issues to management in real-time, ensuring prompt resolution.

Energy Service Partners January 2022 – February 2023

Customer Service Representative

Received high-volume calls and chats, assisting representatives and customers with service inquiries and requests.

Verified customer loan documentation and processed data efficiently, maintaining accuracy throughout.

Delivered excellent customer service by responding to email inquiries and resolving issues in a timely manner.

Service Champions Heating & Air June 2016 – December 2019

Customer Service Representative

Managed high-volume inbound and outbound calls, consistently booking appointments with a high conversion rate.

Demonstrated excellent judgment and problem-solving skills in identifying customer needs and offering effective solutions.

Maintained a customer-centric approach, ensuring full ownership of customer satisfaction throughout interactions.

Persuaded clients to retain membership or appointments in response to cancellation requests.

Accurately entered detailed records of customer interactions and follow-up actions into the system.

Education

High School Diploma

Mira Loma Christian School, Mira Loma, CA

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