Customer Service Representative I

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

Benefits offered by this job

Competitive pay

Paid time off

Health insurance

401(k) retirement with match

Life and disability insurance

Training programs

Holiday pay

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service professional in Roanoke, VA to handle inquiries, bookings, and billing questions with courtesy and efficiency.

The role emphasizes accurate record-keeping, multi-tasking in a fast-paced setting, and adherence to company standards. You will collaborate with dispatch and sales teams to ensure timely execution of service calls and positive customer experiences.

Qualifications

• High school diploma or equivalent with 1 year experience in customer service or another customer-facing environment.
• Experience or training using computers and related systems in an administrative office environment.
• Must be able to multi-task and work effectively in fast-paced and constantly changing environment.

Responsibilities

• Answer incoming phone calls from customers and 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, chat.
• Resolve problems by clarifying issues, researching, exploring solutions, implementing them, and escalating when unresolved.
• Maintain customer records by updating account information.
• Dispositions calls accurately in call monitoring software.
• Adhere to CPI compliance when taking payments over the phone.
• Update capacity planner when calls are booked, rescheduled, or canceled.
• Collaborate with Sales and Service Coordinator to improve scheduling accuracy and response speed.
• Communicate service call status to customers.
• Assist with dispatching as needed.
• Maintain knowledge of all company products, services, and promotions.
• Work with dispatch to improve scheduling accuracy and speed of response.
• Demonstrate reliable attendance and on-time job performance.
• Perform similar/other duties as needed.

Skills

Customer service

Communication

Multi-tasking

Time management

Teamwork

Independent work

Problem solving

Education

High School Diploma/GED

Tools

Administrative systems

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

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 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 opportunitie

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.

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]

Welcome! 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.

Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.