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About the Role

The Customer Service Representative 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.

Responsibilities

• Answers incoming phone calls from customers and assists or routes calls.
• Maintains good customer relations and ensures all calls meet Service Experts’ standards.
• Handles and resolves customer concerns, complaints, and questions via phone, email, and chat.
• Resolves problems by clarifying issues, researching, exploring 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.
• Updates capacity planner for call bookings, reschedules, or cancellations.
• Works with Sales and Service Coordinator to improve scheduling accuracy and response speed.
• 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.
• Works with dispatch to improve scheduling accuracy and response speed.
• Maintains reliable attendance and on-time job performance.
• Performs similar or other duties as needed or assigned.

Requirements

• Must be able to multi-task and work effectively in a fast-paced and constantly changing work environment.
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• 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 make decisions regarding customer satisfaction with confidence.
• Must be able to prioritize work based on service demands.

Skills

• Excellent customer-service skills
• Excellent communication skills
• Excellent interpersonal skills
• Effective communication skills to communicate with customers and resolve issues
• Effective organizational skills
• Effective time-management skills
• Understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Experience Level

• 0 - 2 years

Education Level

• High School Diploma/GED

About the Company

• 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.

Equal Opportunity

• 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.