Customer Resolution Specialist: Escalations & Retention

2240 Service Experts Heating & AC LLC; Richardson (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay with incentives

Paid time off

Insurance: medical, dental, and vision

401(k) retirement with company match

Life and disability insurance

Training opportunities

Career development

Job summary

Service Experts Heating & Air Conditioning seeks a Customer Resolution Specialist to handle escalated customer service requests, priority appointments, complaints, and billing inquiries with high courtesy. You will support customers and contact center agents for multiple products and programs.

Responsibilities include mitigating complaints, explaining Advantage program benefits, and coordinating with back-office for transfers while maintaining data integrity and professional conduct.

Qualifications

• High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized and detail oriented; excellent follow through.

Responsibilities

• Receive & mitigate customer complaints to full completion within defined service level targets.
• Explain features and benefits of the Advantage program to customers.
• Retain accounts eligible for transfer and follow up on contract transfers.
• Calculate and present early termination amounts; facilitate negotiations with customers.
• Work with back-office to complete transfers and customer information updates.
• Protect data integrity per company policies and GAAP.
• Coordinate with leadership for priority dispatch to Advantage customers and emergencies.
• Utilize retention strategies via phone and email to reduce terminations.
• Process all payments and refunds per standard protocol.
• Report trends and opportunities to leadership.

Skills

De-escalation

Customer service

Retention

Multitasking

CRM systems

MS Word/Outlook

Communication

Education

High School Diploma

Tools

CRM systems

Microsoft Word

Outlook

Job description

Service Experts Heating & Air Conditioning seeks a Customer Resolution Specialist to handle escalated customer service requests, priority appointments, complaints, and billing inquiries with high courtesy. You will support customers and contact center agents for multiple products and programs.

Responsibilities include mitigating complaints, explaining Advantage program benefits, and coordinating with back-office for transfers while maintaining data integrity and professional conduct.