Account Coordinator IV

2210 Advantage Experts Services LLC; United States; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

PTO & Holidays

Medical, Dental, Vision insurance

401(k) with company match

Life & disability insurance

Supplemental benefits

World-class training

Career development

Job summary

Service Experts is seeking an experienced escalation specialist to investigate and resolve escalations from BBB, legal and regulatory bodies, while upholding the integrity of the Advantage program. You will collaborate with Marketing, Legal, Field Leadership and 20+ US Service Centers to reach mutually agreeable resolutions and maintain customer trust.

The role requires strong communication, de-escalation, organization, and adherence to standardized processes, with opportunities for training and

Qualifications

• High school diploma with 5+ years advanced customer service or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach a mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized & detail oriented.
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution.
• Working knowledge of CRM Systems, Microsoft Word and Outlook.

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.

Skills

De-escalation

Customer service

Multitasking

CRM systems

MS Word/Outlook

Communication

Education

High school diploma

Tools

CRM software

MS 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?

• 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]

Company Home Hello, Future Experts! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online. 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! Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.