Customer Service Representative I

Service Experts Heating & AC LLC; Salem (VA); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Training opportunities

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Specialist to handle inquiries, schedule appointments, and resolve billing questions with a focus on one-call resolution. The role emphasizes courteous service, accurate data entry, and collaboration with dispatch and sales teams to improve scheduling accuracy and response times.

The ideal candidate has a high school diploma and 1 year of customer-facing experience, with strong communication skills and the ability to adapt

Qualifications

• High school diploma or equivalent with 1 year experience in customer service or other customer-facing environment.
• Experience or training using computers and related systems in an administrative office environment.
• Ability to multitask in a fast-paced, changing work environment with efficient task-switching.
• Excellent customer-service, communication, and interpersonal skills.

Responsibilities

• Answer incoming calls from customers and assist or route to the appropriate person.
• Maintain good customer relations and ensure calls meet company standards.
• Resolve customer concerns by clarifying issues, researching solutions, and escalating when needed.
• Update customer records and accurately disposition calls in monitoring software.
• Communicate service status to customers and assist with dispatching when needed.

Skills

Customer service

Communication skills

Multitasking

Time management

Education

High School Diploma or GED

Tools

CRM system

Call monitoring software

Job description

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.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 assignedDesired 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 assetWhat 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 opportunitiesPaid Time Off and Company Holiday PayMedical, Dental, and Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance and disability insurance optionsSupplemental benefit programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunitieMinimum Experience: 0 - 2 years Minimum Education: High School Diploma/GEDService 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]