Customer Care Specialist I - Fast-Paced Multichannel

Service Experts; Salem (VA); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Savings

Life Insurance

Disability Insurance

Training opportunities

Career development

Job summary

Service Experts in Salem, VA is seeking a Customer Service Specialist to handle customer service requests, bookings, questions, complaints, and billing inquiries with courtesy and professionalism, aiming for one-call resolution.

You will answer calls, route to appropriate staff, maintain records, and coordinate with dispatch to keep scheduling accurate. This role offers opportunities for training and career development within a supportive team environment.

Qualifications

• High school diploma or equivalent with 1 year customer service experience
• Experience using computers and administrative systems
• Ability to multi-task in a fast-paced environment
• Excellent customer-service, communication, and interpersonal skills
• Ability to communicate with a diverse customer population
• Ability to work in both team and independent settings
• Ability to follow established guidelines and procedures
• HVAC knowledge is a plus

Responsibilities

• Answers incoming phone calls from customers and routes calls to the appropriate person
• Maintains good customer relations and ensures all calls meet Service Experts' standards
• Resolves customer concerns, complaints, and questions by phone, email, Chat, including billing inquiries, technician ETA, scheduling issues
• Clarifies issues, researches solutions, and escalates when needed
• Maintains customer records by updating account information
• Accurately dispositions calls in call monitoring software
• Complies with CPI payments over the phone
• Updates capacity planner when calls are booked, rescheduled, or canceled
• Coordinates with Sales and Service Coordinator to improve scheduling accuracy
• Communicates service call status to customers
• Assists with dispatching as needed
• Maintains knowledge of all products, services, and promotions
• Works with dispatch to improve scheduling speed
• Maintains reliable attendance and on-time performance
• Performs other duties as needed

Skills

Customer service

Communication skills

Multi-tasking

Teamwork

Independent work

Decision making

Time management

HVAC knowledge

Education

High school diploma or equivalent

Job description

Service Experts in Salem, VA is seeking a Customer Service Specialist to handle customer service requests, bookings, questions, complaints, and billing inquiries with courtesy and professionalism, aiming for one-call resolution.

You will answer calls, route to appropriate staff, maintain records, and coordinate with dispatch to keep scheduling accurate. This role offers opportunities for training and career development within a supportive team environment.