Customer Service Representative I

Service Experts; Mishawaka (IN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, and vision insurance

401(k) retirement savings with company

Life and disability insurance

Training opportunities

Career development

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative in Mishawaka, IN to answer calls, assist customers, and route inquiries to the right team. You will help maintain service standards and support scheduling and dispatch as needed.

Ideal candidates have a high school diploma or GED with 0–2+ years in customer service, strong computer skills, and excellent communication. Comprehensive benefits include medical, dental, vision, 401(k), and more.

Qualifications

• High school diploma or GED with 1 year of customer service or front-line experience.
• Experience or training using computers and related systems in an administrative office environment.
• Ability to multitask in a fast-paced, changing environment with good efficiency.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to communicate with coworkers and customers in a pleasant, business-like manner, including a diverse population.
• Understanding of HVAC industry is a plus.

Responsibilities

• Answer incoming phone calls from customers and assist or route calls to the appropriate person.
• Maintain good customer relations and ensure that all calls meet Service Experts’ standards.
• Handle and resolve customer concerns, complaints, and questions by phone, email, chat (including billing inquiries, scheduling issues, and general product and service questions).
• Resolve issues by clarifying, researching, exploring solutions, implementing actions, and escalating when needed.
• Update and maintain customer records in the system.
• Accurately disposition calls in call monitoring software and ensure compliance when taking payments over the phone.
• Update capacity planner when calls are booked, rescheduled, or canceled.
• Collaborate with Sales/Service Coordinator to improve scheduling accuracy and response speed.
• Communicate status of service calls to customers and assist with dispatching as needed.
• Maintain knowledge of all products, services, and promotions.

Skills

Customer service

Communication

Multitasking

Teamwork

Education

High School Diploma/GED

Tools

Office software

Job description

Location: 12746 McKinley Hwy, Mishawaka, IN 46545

Key Responsibilities

• Answer incoming phone calls from customers and assist or route calls to the appropriate person.
• Maintain good customer relations and ensure that all calls meet Service Experts’ standards.
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, chat (including billing inquiries, technician ETA, scheduling issues, and general company product and service questions).
• Resolve problems by clarifying issues, researching, exploring solutions, implementing solutions, and escalating unresolved issues.
• Maintain customer records by updating account information.
• Accurately disposition calls in call monitoring software.
• Adhere to CPI compliance regulations when taking payments over the phone.
• Update capacity planner whenever calls are booked, rescheduled, or cancelled.
• Work with Sales and Service Coordinator to improve scheduling accuracy and response speed.
• Communicate with customers on the status of service calls.
• Assist with dispatching as needed.
• Continually maintain working knowledge of all company products, services, and promotions.
• Work with dispatch to improve accuracy in scheduling and speed of response.
• Ensure reliable attendance and on‑time job performance.
• Perform similar or other duties as needed or assigned.

Desired Qualifications

• High school diploma or equivalent with 1 year of experience in customer service or a customer‑facing environment.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Ability to multitask and work effectively in a fast‑paced, constantly changing work environment; comfortable switching rapidly between tasks with no loss in efficiency.
• Excellent customer‑service, communication, and interpersonal skills.
• Effective communication skills to resolve customer issues, complaints, or concerns.
• Capacity to communicate with co‑workers and customers in a pleasant, business‑like, and customer‑focused manner, including with a diverse customer population.
• Ability to work effectively both in a team and independently.
• Ability to make decisions based on established guidelines and procedures.
• Acceptance of empowerment and confidence in making decisions that affect customer satisfaction.
• Effective organizational and time‑management skills; ability to prioritize work based on service demands.
• Understanding and knowledge of the HVAC/Refrigeration industry is an asset.

Benefits

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including the following:

• Competitive pay with incentive opportunities.
• Paid time off and company holiday pay.
• Medical, dental, and vision insurance programs.
• 401(k) retirement savings plan with company matching contributions.
• Life insurance and disability insurance options.
• Supplemental benefit programs.
• World‑class training opportunities through Experts University.
• Career development opportunities.

Minimum 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.

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].