Customer Care Specialist II - Calls, Scheduling & Support

Service Experts; Duluth (GA); On-site; USD 21,000 - 28,000; Full time

Job summary

Service Experts in Duluth, GA is seeking a Customer Service Representative II to handle inbound calls, route inquiries, and resolve a range of customer questions about billing, scheduling, and services, while maintaining professional relations and accurate records.

The ideal candidate has 2+ years in customer service, strong communication skills, and the ability to multitask in a fast-paced environment. HVAC knowledge is a plus.

Qualifications

• High school diploma or equivalent with 2+ years experience in customer service or other customer-facing environment.
• Experience or training the use of computers and related systems in an administrative office environment.
• Must be able to multi-task and work effectively in fast-paced and changing work environment.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication to resolve customer issues, complaints, or concerns.
• Ability to communicate with a diverse customer population in a pleasant, business-like manner.
• Ability to work in both a team and an independent environment.
• Ability to make decisions based on guidelines and procedures.
• Willingness to take empowerment and make decisions regarding customer satisfaction.
• Strong organizational and time-management skills.

Responsibilities

• Answers incoming phone calls from customers and routes calls to appropriate person.
• Maintains good customer relations and ensures calls meet Service Experts' standards.
• Handles and resolves customer concerns by phone, email, Chat, including billing, technician ETA, scheduling, and product questions.
• Resolves problems by clarifying issues, researching 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 for booked, rescheduled, or cancelled calls.
• Works with Sales and Service Coordinator to improve scheduling speed and accuracy.
• Communicates with customers on service call status.
• Assists with dispatching as needed.
• Maintains knowledge of company products, services, and promotions.
• Collaborates with dispatch to improve scheduling speed and accuracy.
• Exhibits reliable attendance and on-time performance.
• Performs similar duties as needed.

Skills

Customer service

Communication

Multitasking

Conflict resolution

Organization

HVAC knowledge

Interpersonal skills

Education

High School Diploma/GED

Job description

Service Experts in Duluth, GA is seeking a Customer Service Representative II to handle inbound calls, route inquiries, and resolve a range of customer questions about billing, scheduling, and services, while maintaining professional relations and accurate records.

The ideal candidate has 2+ years in customer service, strong communication skills, and the ability to multitask in a fast-paced environment. HVAC knowledge is a plus.