Customer Service Representative I

Service Experts; Scarborough (ME); On-site; USD 36,000 - 48,000; Full time

Job summary

Service Experts in Scarborough, ME is seeking an entry-level Customer Service Representative I to assist customers across phone, email, and chat channels. You will handle routine inquiries, route calls, and maintain accurate account records while delivering courteous service.

Under supervision, you will learn product and service lines, support scheduling and dispatch, and help improve response times. The role emphasizes reliability, adaptability, and strong communication with customers and

Qualifications

• High school diploma or equivalent required; 0–2 years in customer service or related environment.
• Experience using computers and office software.
• Ability to multi-task in a fast-paced environment and switch tasks efficiently.

Responsibilities

• Answers incoming phone calls from customers and routes calls as needed.
• Maintains good customer relations and ensures calls meet company standards.
• Resolves customer concerns by phone, email, or chat; researches and provides solutions.
• Updates customer records and dispositions calls in monitoring software.
• Adheres to compliance regulations when handling payments over the phone.
• Supports scheduling and dispatching with Sales and Service Coordinator.
• Communicates service status to customers and assists with dispatch as needed.

Skills

Customer service

Communication

Interpersonal skills

Multi-tasking

Time management

Teamwork

Problem solving

Education

High School Diploma

Tools

Call monitoring software

Job description

Welcome!The Customer Service Representative I is an entry-level position, typically requiring little to no prior knowledge or experience to assist with routine and standard projects and assignments within the Customer Service family. Works under close supervision.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 performanceQualifications:High school diploma or equivalent with 0-2 years 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 assetPerforms similar/other duties as needed or assigned• Minimum Experience: 0 - 2 years• Minimum Education: High School Diploma/GEDEqual 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.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]