Account Coordinator III

2210 Advantage Experts Services LLC; United States; On-site; USD 50,000 - 65,000; Full time

Job description

Welcome! The Customer Resolution Specialist handles escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with the highest degree of courtesy and professionalism. The Customer Resolution Specialist will be responsible for providing support to customers and contact center phone agents for various Service Experts products and programs.

Responsibilities

• Receive and mitigate customer complaints to full completion within the defined service level targets.
• Resolve problems by clarifying issues, researching, exploring alternative solutions, and implementing the solution.
• Explain features and benefits of the Advantage program and other Service Experts programs to existing, new, or potential customers.
• Retain customer accounts that qualify for a transfer to a new homeowner and follow up on completions of contract transfers.
• Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and maintain appropriate communication with the customer throughout the process.
• Work with the back‑office team to complete contract transfers and customer information updates.
• Protect the integrity of data per company and General Accounting Practices.
• Work with center leadership and centralized call team members to provide priority dispatch to Advantage customers and emergency situations.
• Use retention strategies via phone and email to reduce early terminations.
• Process all received payments via standard protocol and facilitate all refund requests.
• Communicate regularly with leadership regarding any trends or areas of opportunity.
• Represent the company professionally, honestly, and ethically in all business matters and activities.
• Perform other duties as assigned.

Qualifications

• High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience.
• Minimum 6+ years experience overall.
• Ability to de‑escalate and be persuasive to reach a mutual resolution.
• Ability to learn and follow company processes and procedures.
• Highly organized and detailed‑oriented.
• Excellent follow‑through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and manage multiple priorities.
• Excellent customer‑service, verbal and written, and interpersonal skills, including effective complaint resolution and ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
• Ability to communicate effectively with both external and internal audiences, including Executive Leadership, in a pleasant, business‑like, and customer‑focused manner.
• Ability to work effectively and productively in both a team environment and independently.

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.

Equal Opportunity and Accommodations

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. 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 [e-mail].