Customer Service Representative II

Service Experts; Fairfax (VA); On-site; USD 36,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

401(k) retirement plan

Training opportunities

Job summary

Service Experts in Fairfax, VA seeks a Customer Service Representative to handle customer service requests, appointment bookings, questions, complaints and billing inquiries with courtesy and professionalism. You will resolve issues, update records, and coordinate with dispatch and sales to improve scheduling speed and accuracy.

The role requires 2+ years' experience in customer service and strong communication skills in a fast-paced environment.

Qualifications

• 2+ years of customer service experience
• Experience with administrative computer systems
• Ability to multitask in a fast-paced environment
• Excellent communication and interpersonal skills

Responsibilities

• Answer incoming calls and route or handle calls accordingly
• Maintain customer records and update account information
• Disposition calls in call monitoring software
• Assist with scheduling, dispatch, and billing inquiries as needed
• Provide status updates on service calls and communicate with customers

Skills

Customer service

Communication

Multitasking

Phone support

Problem solving

Teamwork

Organizational skills

HVAC industry knowledge

Education

High School Diploma/GED

Tools

Call monitoring software

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 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 performancePerforms 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 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 asset

What Do We Offer You as a Service Experts Employee?

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:Competitive Pay with incentive opportunitiesPaid Time Off and Company Holiday PayMedical, Dental, and Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance and disability insurance optionsSupplemental benefit programsWorld Class Training opportunities through our Experts UniversityCareer 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]