Account Coordinator IV

Service Experts Heating & AC-WV LLC; Richardson (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off

Medical, Dental, Vision

401(k) Matching

Life and disability insurance

Training opportunities

Career development

Job summary

Service Experts seeks an Escalations Specialist to resolve Advantage program complaints and preserve customer relationships. Based in Richardson, TX, you will coordinate with Marketing, Legal and Field Leadership to achieve mutually agreeable resolutions.

You will investigate escalations from BBB and regulators, manage communications, track cases, and work with 20+ US Service Centers to resolve issues with the highest level of quality and customer focus.

Qualifications

• Minimum 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and reach mutual resolutions.
• Strong organization and attention to detail.
• Ability to maintain confidentiality and work under pressure.

Responsibilities

• Investigate and resolve escalations from BBB, legal and regulatory bodies.
• Back-up to team leader for customer escalations support.
• Serve as contact point for guidance to mitigate further issues.
• Receive, investigate and manage complaints to full completion within SLAs.
• Protect brand integrity and high-quality handling of Advantage program issues.
• Track escalations across internal systems and coordinate with 20+ US Service Centers.
• Facilitate asset transfers and customer information updates.
• Process buyout requests with leadership approvals and customer communication.
• Use retention tactics via phone and email to reduce terminations.
• Communicate trends and opportunities to leadership.

Skills

De-escalation

Persuasive

Organized

Multitasking

Customer service

Education

High school diploma

Tools

CRM Systems

Microsoft Word

Outlook

Job description

Welcome!

Highly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants. Receives, maintains & facilitates communication between Marketing, Legal & Field Leadership with the uniform goal of maintaining the integrity of the customer relationship. Liaison between the customer and Service Experts to effectively reach a mutually agreeable resolution. Provides administrative support by following the standardized processes and procedures set forth for specialized programs. Work is performed under general supervision with latitude for decision making within assigned guidelines.

Duties & Responsibilities

• Primary specialist assigned to investigate and resolve escalations received from BBB, legal & other regulatory bodies.
• Primary back-up to team leader to support the overall customer escalations department when necessary
• Acts as a point of contact for the customer care team and other departments for guidance on mitigating further escalation of customer issues and diffusing irate customers
• Receive, investigate & manage customer complaints to full completion within the defined service level targets.
• Protects the integrity of the Service Experts brand and the Advantage program and ensures each customer issue is handled without the highest level of quality
• Manage and track all escalations and the reason via multiple internal systems.
• Partner with 20+ US Service Center POC's to resolve customer complaints.
• Facilitates all asset transfers and customer information updates.
• Facilitates buy out requests to include calculation of the buyout amount, approval from leadership, communication with the customer and acquisition of the customer approval.
• Uses retention strategies via phone and email to reduce early terminations.
• Processes all received payments via standard protocol and facilitates all refund requests.
• Communicates regularly with leadership regarding any trends or areas of opportunity.
• Represents the company professionally, honestly, and ethically in all business matters and activities.
• Other duties as assigned.

Qualifications

• High school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive in order to reach a mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized & 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 to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
• Utilizes various computerized systems and software to perform tasks.
• Must be professional and can communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
• Ability to work effectively and productively in both a team environment as well as independently.

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their 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.

Minimum Experience: 6+
Years Minimum Education: High School Diploma/GED

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

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]