Customer Service Representative III

Welcome!

The Customer Service Specialist 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 Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.

Key Responsibilities:

Answers incoming phone calls from customers and assists call or routes call to appropriate person

Maintains good customer relations and ensures that all calls meet Service Experts’ standards

Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues

Maintains customer records by updating account information

Accurately dispositions calls in call monitoring software

Adheres to CPI compliance regulations when taking payments over the phone

Updates capacity planner whenever calls or booked, rescheduled or cancelled

Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response

Communicates with customers on the status of service calls

Assists with dispatching as needed

Continually maintains working knowledge of all company products, services, and promotions

Working with dispatch to improve accuracy in scheduling and speed of response

Reliable attendance and on-time job performance

Performs similar/other duties as needed or assigned

Qualifications:

High school diploma or equivalent with 4 year experience working in customer service or other customer-facing environment

Experience or training the use of computers and related systems in an administrative office environment

Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.

Excellent customer-service, communication, and interpersonal skills

Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns

Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate 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

Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence

Effective organizational and time-management skills. Must be able to prioritize work based on service demands

An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Minimum Experience:

6+Years

Minimum Education:

High School Diploma/GED 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.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

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. To request an accommodation, please email talenta
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