Customer Service Representative I
Service Experts · Richardson, TX · 1 mo ago
Customer ServiceFull-time
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)
- Solves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
- Maintains customer records by updating account information
- Accurately disposes 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
- Aids in 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
- Reliable attendance and on-time job performance
- Performs similar/other duties as needed or assigned
Required Qualifications
- High school diploma or equivalent with 1 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 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
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 our Experts University
- Career Development opportunities
Minimum Experience
0 - 2 years
Minimum Education
High School Diploma/GED