Customer Service Representative II

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

Benefits offered by this job

Generous PTO

Medical, Dental, Vision Insurance

401(k) with company match

Life Insurance

Disability Insurance

Job summary

Service Experts Heating & AC-NY LLC is seeking a Customer Service Specialist in Hampton Bays, NY. The role handles customer service requests, appointment bookings, questions, complaints, and billing inquiries with a high level of courtesy to resolve issues in one call where possible.

The position supports day-to-day center operations, maintains customer records, and coordinates with dispatch to improve scheduling speed and accuracy. A strong emphasis on communication and teamwork is essential.

Qualifications

• 1 year of customer service or related experience.
• Proficient with computers and office systems.
• Ability to multi-task in a fast-paced environment.
• Excellent communication and interpersonal skills.

Responsibilities

• Answer incoming calls and route to the appropriate person.
• Maintain customer records and update account information.
• Resolve questions, complaints, and billing inquiries by phone, email, or chat.
• Assist with scheduling and dispatching service calls as needed.
• Ensure accuracy and courteous service to achieve one-call resolution.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Education

High School Diploma or GED

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 11946Why 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 YOUTop Pay for Top PerformersGenerous PTO provided24 paid days off within your first year of employment (vacation, personal holidays, & national holidays)29 paid days off after your 2nd year of employmentHold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programsBest-in-class 401(k) Retirement Savings Plan with attractive company matching contributionsCompany-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 workSupplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programsKey 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 assignedQualifications:High school diploma or equivalent with 1 year 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 assetAnnual 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 process. To request an accommodation, please email [e-mail]