Customer Service Representative I

2240 Service Experts Heating & AC LLC; Ocala (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay with incentives

Paid time off

Medical, dental, and vision insurance

401(k) with company matching

Life and disability insurance

Supplemental benefit programs

World-class training (Experts U)

Career development opportunities

Job summary

Service Experts Heating & Air Conditioning in Ocala, FL is seeking a motivated Customer Service Representative. You will answer calls, route inquiries, and support scheduling and dispatch while maintaining excellent service standards.

The role emphasizes effective communication, problem-solving, and teamwork in a fast-paced environment, with opportunities for growth and comprehensive benefits.

Qualifications

• Experience in customer-facing roles or call-center environments.
• Proficient with computers and basic office software.
• Ability to multi-task in a fast-paced setting.
• Strong communication and interpersonal skills.

Responsibilities

• Answer incoming calls and route to appropriate person.
• Maintain good customer relations and ensure calls meet standards.
• Handle and resolve customer concerns by phone, email, chat.
• Update customer records and dispositions in the system.
• Assist with dispatching and coordinate with Sales/Service for scheduling.

Skills

Customer service

Phone etiquette

Multi-tasking

Communication skills

Problem-solving

Teamwork

Attention to detail

Conflict resolution

Education

High School Diploma or GED

Tools

CRM software

Job description

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

Qualifications:

• High school diploma or equivalent with 0-2+ years 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 asset

What Do We Offer You as a Service Experts Employee?

• 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 our Experts University
• Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer. 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.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Service Experts is an equal opportunity employer. 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 accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email [e-mail]

Minimum Experience: 0 - 2 years

Minimum Education: High School Diploma/GED

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 t