Customer Service Representative I

2240 Service Experts Heating & AC LLC; United States; On-site; USD 30,000 - 45,000; Full time

Job summary

2240 Service Experts Heating & AC LLC is seeking a Customer Service Representative I to handle customer inquiries through phone, email, and chat. This full-time role requires strong customer service skills, ability to multi-task, and effective communication with a diverse customer base.

The ideal candidate should have a high school diploma or equivalent and 1 year of experience in customer service. This position is based in Norrel, AL.

Qualifications

• 1 year experience working in customer service or other customer-facing environment.
• Experience or training in the use of computers and related systems.
• Ability to communicate effectively with diverse customers.

Responsibilities

• Answer incoming phone calls and assist or route calls.
• Handle and resolve customer concerns by phone, email, and chat.
• Update customer records and maintain accurate call dispositions.

Skills

Customer service skills

Communication skills

Multi-tasking

Organizational skills

Interpersonal skills

Education

High School Diploma/GED

Job description

Job Title

Customer Service Representative I

Reports To

General Manager

Location

Norrel, 5529 Eastcliff Industrial Loop, Irondale, AL 35210

Status

Full-time, Regular position

Key Responsibilities

• Answers incoming phone calls from customers and assists or routes calls to the 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, and chat (including billing inquiries, 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 are 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.
• Reliable attendance and on-time job performance.
• Performs similar or other duties as needed or assigned.

Required Qualifications

• High school diploma or equivalent with 1 year experience working in customer service or other customer‑facing environment.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Can multi‑task and work effectively in a fast‑paced and constantly changing work environment.
• Comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer‑service, communication, and interpersonal skills.
• Effective communication skills 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 be prepared to make decisions regarding customer satisfaction with confidence.
• Effective organizational and time‑management skills.
• Prioritizes work based on service demands.
• Understanding and knowledge of the HVAC/Refrigeration Industry is an asset.

Minimum Experience

2+ Years

Minimum Education

High School Diploma/GED

Equal Opportunity Employer Statement

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].