Customer Service Representative I

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 assists in the day-to-day operation of the Center.

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, and chat (questions may include billing inquiries, 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 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
• Reliable attendance and on-time job performance
• Performs similar or other duties as needed or assigned

Requirements

• High school diploma or equivalent with 1 year 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
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to resolve customer issues, complaints, or concerns
• 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
• 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

Benefits

• Competitive pay with incentive opportunities
• Paid time off and company holiday pay
• Medical, dental, and vision insurance programs
• 401(k) retirement savings plan with company matching contributions
• Life insurance and disability insurance options
• Supplemental benefit programs
• World-class training opportunities through Experts University
• Career development opportunities

Minimum experience: 0 - 2 years