Customer Service Representative II

2240 Service Experts Heating & AC LLC; Hampton Bays (NY); On-site; USD 40,000 - 51,000; Full time

Benefits offered by this job

Top Pay for Top Performers

PTO – 24 paid days within first year

401(k) with company matching

Medical, Dental, Vision Insurance

Life Insurance

Short/Long-term disability

Supplemental benefits

Job summary

Service Experts Heating & AC LLC is seeking a Customer Service Specialist in Hampton Bays, NY. You will manage customer service requests, book appointments, answer questions, and handle billing inquiries with courtesy, supporting day-to-day operations of the center.

The role emphasizes strong communication, multitasking in a fast-paced environment, and collaboration with Sales and Service teams to ensure timely service delivery.

Qualifications

• High school diploma or equivalent with 1 year experience in customer service or similar environment.
• Experience using computers and related office systems.
• Able to multitask in fast-paced settings with changing priorities.
• Strong customer-service, communication, and interpersonal skills.
• Ability to work independently or in a team and make decisions within guidelines.

Responsibilities

• Answer incoming calls and route or handle them to the appropriate person.
• Maintain customer relationships and ensure calls meet company standards.
• Resolve customer concerns, questions, or billing inquiries via phone, email, chat.
• Update and maintain customer records and dispositions in the system.
• Assist dispatch and coordinate with Sales/Service teams to improve scheduling accuracy.

Skills

Customer service

Communication

Multi-tasking

Time management

Teamwork

Problem solving

Education

High School Diploma/GED

Tools

CRM software

Job description

Welcome!

The Customer Service Specialist 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 : 219 W Montauk Hwy, Hampton Bays, NY 11946

Why You Should Join the Service Experts Team?

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. Join us and become an EXPERT!

Service Experts Company Perks and Benefits for YOU

• Top Pay for Top Performers
• Generous PTO provided 24 paid days off within your first year of employment (vacation, personal holidays, & national holidays)
• 29 paid days off after your 2nd year of employment
• Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs
• Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions
• Company-paid employee Life Insurance with options for YOU and your Family!
• Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work
• Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs

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 1 year 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
• Annual Compensation Range: $40,000.00 - $51,000.00
• 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