Admin Assistant

Position Title:

Sales Operations Coordinator III

Reports To:

General Manager or Office Manager

Status:
Full-time, Regular position

Category:
Customer Service/Support

Location:

Farmington Hills, MI

Join the team of experts and realize your true potential!

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support, and an opportunity for unlimited professional growth. Join us and become an EXPERT!

The Sales Operations Coordinator III handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Coordinator will assist in day-to-day operation of the Center.

• Competitive Pay, including incentive opportunities for many positions
• Paid Time Off and Company Holiday Pay
• Medical / Dental / Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance, for you and options you can elect for your family
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
• Supplemental benefit programs such as:
  Legal advice, pet insurance, health advocacy programs
• World Class Training opportunities through our Experts University

• Answer incoming phone calls from customers and assist or route calls to the appropriate person
• Maintain good customer relations and ensure that all calls meet Service Experts’ standards
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Accurately disposition calls in call monitoring software
• Adhere to CPI compliance regulations when taking payments over the phone
• Update the capacity planner whenever calls are booked, rescheduled, or canceled
• Work with Sales and Service Coordinator to improve the accuracy and speed of response in scheduling
• Communicate with customers on the status of service calls
• Assist with dispatching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Reliable attendance and on-time job performance
• Perform similar or other duties as needed or assigned

• High school diploma or equivalent with 7+ years experience working in customer service or other customer‑facing environment
• Experience or training in the use of computers and related systems in an administrative office environment
• Must be able to multi‑task and work effectively in a fast‑paced, constantly changing work environment
• Excellent customer‑service, communication, and interpersonal skills
• Effective communication skills to resolve customer issues, complaints, or concerns
• Ability to communicate with co‑workers and customers in a pleasant, business‑like, customer‑focused manner and with a diverse customer population
• Ability to work effectively in both a team and an independent environment
• Ability to make decisions based on established guidelines and procedures
• Effective organizational and time‑management skills; prioritize work based on service demands
• Understanding and knowledge of the HVAC/Refrigeration industry is an asset

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process.