Customer Service Representative I

Service Experts LLC; Duluth (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative I in Duluth, GA. The role involves handling customer service requests, booking appointments, answering questions, addressing complaints, and handling billing inquiries with a courteous, professional approach to achieve one-call resolution.

Key duties include answering calls, routing to appropriate teams, maintaining customer records, and updating status in scheduling tools.

Qualifications

• High school diploma or GED required.
• 1 year of experience in customer service or related field preferred.
• Ability to multi-task in a fast-paced environment.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication with customers and colleagues to resolve issues.
• Ability to work independently or in a team setting.

Responsibilities

• Answer incoming phone calls from customers and assist or route calls to the appropriate person.
• Maintain good customer relations and ensure calls meet Service Experts’ standards.
• Handle and resolve customer concerns, complaints, and questions by phone, email, or chat.
• Clarify issues, research solutions, and escalate when needed to resolve issues.
• Update customer records and accurately dispositions calls in systems.
• Assist with dispatching and communicate service status to customers.

Skills

Customer service

Multi-tasking

Communication skills

Interpersonal skills

Teamwork

Time management

Problem solving

Adaptability

Education

High School Diploma/GED

Tools

Computers & related systems

Job description

## Customer Service Representative IApplylocations: Duluth, Georgiatime type: Full timeposted on: Posted Todayjob requisition id: R101456Welcome!The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with The Customer Service Representative handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution.**Key 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**Desired Qualifications:*** High school diploma or equivalent with 1 year experience working 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 constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.* Excellent customer-service, communication, and interpersonal skills* Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns* Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.* Ability to work effectively in both a team and an independent environment* Ability to make decisions based on established guidelines and procedures* Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence* Effective organizational and time-management skills. Must be able to prioritize work based on service demands* An understanding and knowledge of the HVAC/Refrigeration Industry is an assetMinimum Experience: 0 - 2 years Minimum Education: High School Diploma/GED*Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.**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]*