Customer Service Representative I

Service Experts Heating & AC LLC; Duluth (GA); On-site; USD 34,000 - 46,000; Full time

Job summary

Service Experts Heating & AC LLC is seeking a Customer Service Specialist to handle calls, inquiries, and billing questions with high courtesy to resolve issues on first contact. You will book appointments, assist dispatch, update customer records, and maintain knowledge of our HVAC products and services.

Key qualifications include 2+ years in customer service, strong communication, multitasking, and the ability to work in a fast-paced environment.

Qualifications

• High school diploma or GED with 2+ years in customer service.
• Experience using computers and administrative software.
• Strong verbal and written communication skills.

Responsibilities

• Answer incoming calls from customers and route to appropriate person.
• Resolve customer issues, complaints, and billing inquiries by phone, email, or chat.
• Update customer records and dispositions calls in call monitoring software.
• Assist dispatching and coordinate with Sales/Service team to improve scheduling.
• Communicate service status to customers and maintain knowledge of products and services.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Time management

Teamwork

Decision making

Problem solving

Education

High School Diploma/GED

Tools

Call monitoring software

Job description

Welcome!The Customer Service Specialist 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. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.Key Responsibilities:Answers incoming phone calls from customers and assists call or routes call to appropriate personMaintains good customer relations and ensures that all calls meet Service Experts’ standardsHandles 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 issuesMaintains customer records by updating account informationAccurately dispositions calls in call monitoring softwareAdheres to CPI compliance regulations when taking payments over the phoneUpdates capacity planner whenever calls or booked, rescheduled or cancelledWorks with Sales and Service Coordinator to improve accuracy in scheduling and speed of responseCommunicates with customers on the status of service callsAssists with dispatching as neededContinually maintains working knowledge of all company products, services, and promotionsWorking with dispatch to improve accuracy in scheduling and speed of responseReliable attendance and on-time job performancePerforms similar/other duties as needed or assignedRequired Qualifications:High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environmentExperience or training the use of computers and related systems in an administrative office environmentMust 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 skillsEffective communication skills to communicate with customer and to resolve customer issues, complaints, or concernsAbility 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 environmentAbility to make decisions based on established guidelines and proceduresAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceEffective organizational and time-management skills. Must be able to prioritize work based on service demandsAn understanding and knowledge of the HVAC/Refrigeration Industry is an assetMinimum Experience: 2+Years Minimum Education: High School Diploma/GEDThe 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]