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About the Role
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.
Responsibilities
- Answers incoming phone calls from customers and assists or routes calls to the 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, or chat.
- 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 are 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.
- Works with dispatch to improve accuracy in scheduling and speed of response.
- Maintains reliable attendance and on-time job performance.
- Performs similar/other duties as needed or assigned.
Requirements
- High school diploma or equivalent with 1 year of 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 and constantly changing work environment.
- Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
- 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.
Skills
- Excellent customer-service skills
- Excellent communication skills
- Excellent interpersonal skills
- Effective communication skills to communicate with customers and resolve 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.
- Effective organizational skills
- Effective time-management skills
- Ability to prioritize work based on service demands.
- Understanding and knowledge of the HVAC/Refrigeration Industry is an asset.
Location
- 219 W Montauk Hwy, Hampton Bays, NY 11946
Work Type
- Full-time
Experience Level
- 2+ years
Education Level
- High School Diploma/GED
Salary/Compensations
- $40,000.00 - $51,000.00
Benefits
- Top Pay for Top Performers
- Generous PTO provided
- 24 paid days off within your first year of employment (vacation, personal holidays, & national holidays)
- 29 paid days off after your 2nd year of employment
- Company-sponsored Medical, Dental, and Vision Insurance programs
- Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions
- Company-paid employee Life Insurance with options for YOU and your Family!
- Short-term and Long-term disability insurance options
- Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs
About the Company
- 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!
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
- 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 talentacquisition@serviceexperts.com