Customer Service Representative II

Service Experts LLC; Duluth, Northern (GA, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Service Experts LLC is seeking a Customer Service Representative II to handle incoming calls, route inquiries, and keep customers informed about service status. You will resolve issues, update records, and coordinate with dispatch and sales to improve accuracy and speed of response.

The role requires a high school diploma with 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced environment. On-site position based in Duluth, GA.

Qualifications

• High school diploma or GED with 2+ years in customer service or customer-facing roles.
• Experience using computers and related systems in an administrative setting.
• Ability to multi-task and adapt in a fast-paced environment.
• Strong verbal and written communication and interpersonal skills.
• Ability to resolve customer issues with a pleasant, professional demeanor.
• Ability to work in both team and independent settings.

Responsibilities

• Answers incoming calls and routes to the appropriate person.
• Maintains positive customer relations and ensures calls meet company standards.
• Handles and resolves customer concerns via phone, email, and chat.
• Clarifies issues, researches solutions, and escalates when needed.
• Updates and maintains customer records in the system.
• Dispositions calls accurately in call monitoring software.
• Complies with CPI when taking payments over the phone.
• Updates capacity planner for bookings, reschedules, or cancellations.
• Collaborates with Sales and Service Coordinator to improve scheduling speed.
• Communicates service call status to customers.
• Assists with dispatching when required.
• Maintains knowledge of all products, services, and promotions.
• Coordinates with dispatch to improve scheduling accuracy.
• Maintains reliable attendance and punctuality.
• Performs other duties as assigned.

Skills

Customer service

Communication

Multitasking

Team collaboration

Problem solving

Attention to detail

Education

High School Diploma or GED

Tools

Call monitoring software

CRM software

Computer systems (office, email, scheduling)

Job description

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/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.