Customer Service Representative II

2240 Service Experts Heating & AC LLC; Fairfax (VA); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Competitive pay with incentive options

Paid time off and holidays

Medical, dental, vision insurance

401(k) with company match

Life and disability insurance

Training and career development

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative to handle inquiries, schedule appointments, and resolve questions with professional courtesy. You will support day-to-day Center operations and communicate status updates to customers across phone, email, and chat channels.

The role requires a proactive, organized individual with strong communication skills. Minimum 2+ years in customer service and a high school diploma are required.

Qualifications

• 2+ years in customer service or a customer-facing role.
• Experience using computers and related systems in an administrative environment.

Responsibilities

• Answer incoming calls and route to appropriate person.
• Maintain customer relations and ensure calls meet standards.
• Resolve customer concerns via phone, email, and chat.
• Update customer records and dispositions in software.
• Assist with scheduling and dispatch coordination as needed.

Skills

Customer service

Communication

Multitasking

Call handling

Conflict resolution

Teamwork

Education

High School Diploma/GED

Tools

CRM software

MS Office

Email/Chat tools

Job description

Welcome! 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. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center. Location Address: 8421 Hilltop Rd, Fairfax, VA 22031

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 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 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

Desired Skills & 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

What Do We Offer You as a Service Experts Employee?

• Competitive Pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical, Dental, and Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance and disability insurance options
• Supplemental benefit programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

Minimum Experience: 2+ years

Minimum Education: High School Diploma/GED

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]

Hello, Future Experts!

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.

Company Overview

Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.