Customer Service Representative II

Service Experts; Duluth (GA); On-site; USD 21,000 - 28,000; Full time

Job summary

Service Experts in Duluth, GA is seeking a Customer Service Representative II to handle inbound calls, route inquiries, and resolve a range of customer questions about billing, scheduling, and services, while maintaining professional relations and accurate records.

The ideal candidate has 2+ years in customer service, strong communication skills, and the ability to multitask in a fast-paced environment. HVAC knowledge is a plus.

Qualifications

• High school diploma or equivalent with 2+ years experience 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 changing work environment.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication to resolve customer issues, complaints, or concerns.
• Ability to communicate with a diverse customer population in a pleasant, business-like manner.
• Ability to work in both a team and an independent environment.
• Ability to make decisions based on guidelines and procedures.
• Willingness to take empowerment and make decisions regarding customer satisfaction.
• Strong organizational and time-management skills.

Responsibilities

• Answers incoming phone calls from customers and routes calls to appropriate person.
• Maintains good customer relations and ensures calls meet Service Experts' standards.
• Handles and resolves customer concerns by phone, email, Chat, including billing, technician ETA, scheduling, and product questions.
• Resolves problems by clarifying issues, researching 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 for booked, rescheduled, or cancelled calls.
• Works with Sales and Service Coordinator to improve scheduling speed and accuracy.
• Communicates with customers on service call status.
• Assists with dispatching as needed.
• Maintains knowledge of company products, services, and promotions.
• Collaborates with dispatch to improve scheduling speed and accuracy.
• Exhibits reliable attendance and on-time performance.
• Performs similar duties as needed.

Skills

Customer service

Communication

Multitasking

Conflict resolution

Organization

HVAC knowledge

Interpersonal skills

Education

High School Diploma/GED

Job description

Welcome!

The Customer Service Representative II requires basic knowledge of job procedures and tools obtained through work experience to complete routine and standard projects and assignments within the Customer Service family. Works under general supervision.

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

Qualifications

• High school diploma or equivalent with 2+ years 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

• Minimum Experience: 2+ years
• Minimum Education: High School Diploma/GED Equal 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]