Customer Service Representative I

Service Experts; Salem (VA); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Savings

Life Insurance

Disability Insurance

Training opportunities

Career development

Job summary

Service Experts in Salem, VA is seeking a Customer Service Specialist to handle customer service requests, bookings, questions, complaints, and billing inquiries with courtesy and professionalism, aiming for one-call resolution.

You will answer calls, route to appropriate staff, maintain records, and coordinate with dispatch to keep scheduling accurate. This role offers opportunities for training and career development within a supportive team environment.

Qualifications

• High school diploma or equivalent with 1 year customer service experience
• Experience using computers and administrative systems
• Ability to multi-task in a fast-paced environment
• Excellent customer-service, communication, and interpersonal skills
• Ability to communicate with a diverse customer population
• Ability to work in both team and independent settings
• Ability to follow established guidelines and procedures
• HVAC knowledge is a plus

Responsibilities

• Answers incoming phone calls from customers and routes calls to the appropriate person
• Maintains good customer relations and ensures all calls meet Service Experts' standards
• Resolves customer concerns, complaints, and questions by phone, email, Chat, including billing inquiries, technician ETA, scheduling issues
• Clarifies issues, researches solutions, and escalates when needed
• Maintains customer records by updating account information
• Accurately dispositions calls in call monitoring software
• Complies with CPI payments over the phone
• Updates capacity planner when calls are booked, rescheduled, or canceled
• Coordinates with Sales and Service Coordinator to improve scheduling accuracy
• Communicates service call status to customers
• Assists with dispatching as needed
• Maintains knowledge of all products, services, and promotions
• Works with dispatch to improve scheduling speed
• Maintains reliable attendance and on-time performance
• Performs other duties as needed

Skills

Customer service

Communication skills

Multi-tasking

Teamwork

Independent work

Decision making

Time management

HVAC knowledge

Education

High school diploma or equivalent

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.

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

Benefits

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• 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.

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]

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.