Customer Service Representative I
Service Experts Heating & Air Conditioning, East Glenville, New York, United States
Overview
Position Title: Customer Service Representative I Reports To: General Manager or Office Manager Status: Full-time Category: Customer Service/Support Location: Roland J. Down Service Experts Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team? 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! Position Summary:
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, including 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/other duties as needed or assigned Qualifications
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 Ability to multi-task and work effectively in a fast-paced and changing environment; capable of switching rapidly between tasks with no loss in efficiency Excellent customer-service, communication, and interpersonal skills Effective communication skills to resolve customer issues, complaints, or concerns Ability to communicate with co-workers and customers in a pleasant, business-like, customer-focused manner; able to engage 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 make decisions regarding customer satisfaction with confidence Strong organizational and time-management skills; ability to prioritize work based on service demands Understanding of the HVAC/Refrigeration Industry is a plus What Do We Offer
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing health and wellness needs, including: 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 Equal Opportunity Employer
Service Experts Heating & Air Conditioning is an equal opportunity employer. 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.
#J-18808-Ljbffr
Position Title: Customer Service Representative I Reports To: General Manager or Office Manager Status: Full-time Category: Customer Service/Support Location: Roland J. Down Service Experts Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team? 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! Position Summary:
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, including 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/other duties as needed or assigned Qualifications
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 Ability to multi-task and work effectively in a fast-paced and changing environment; capable of switching rapidly between tasks with no loss in efficiency Excellent customer-service, communication, and interpersonal skills Effective communication skills to resolve customer issues, complaints, or concerns Ability to communicate with co-workers and customers in a pleasant, business-like, customer-focused manner; able to engage 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 make decisions regarding customer satisfaction with confidence Strong organizational and time-management skills; ability to prioritize work based on service demands Understanding of the HVAC/Refrigeration Industry is a plus What Do We Offer
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing health and wellness needs, including: 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 Equal Opportunity Employer
Service Experts Heating & Air Conditioning is an equal opportunity employer. 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.
#J-18808-Ljbffr