Customer Care Specialist II — Scheduling & Support

2240 Service Experts Heating & AC LLC; South Carolina; On-site; USD 38,000 - 48,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative II to handle calls, emails, and chats with a focus on resolving customer inquiries and scheduling needs. The role emphasizes accurate record-keeping, adherence to policies, and responsive communication with customers.

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

Qualifications

• 2+ years in customer service or similar role.
• Experience with computers and office systems.
• Ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills.
• HVAC industry knowledge is a plus.

Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Maintains good customer relations and ensures that all calls meet Service Experts’ standards
• Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
• Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing 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 whenever calls or booked, rescheduled or cancelled
• Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
• Communicates with customers on the status of service calls
• Assists with dispatching as needed
• Continually maintains working knowledge of all company products, services, and promotions
• Working with dispatch to improve accuracy in scheduling and speed of response
• Reliable attendance and on-time job performance
• Performs similar/other duties as needed or assigned

Skills

Customer service

Phone handling

Multitasking

Communication

Problem solving

Data entry

Teamwork

Time management

Adaptability

HVAC knowledge

Education

High School Diploma/GED

Job description

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative II to handle calls, emails, and chats with a focus on resolving customer inquiries and scheduling needs. The role emphasizes accurate record-keeping, adherence to policies, and responsive communication with customers.

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