Customer Service Representative II

Service Experts; Mishawaka (IN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Generous PTO

Paid time off within first year

Company-sponsored health insurance

Dental & Vision coverage

401(k) with company match

Life insurance for you and family

Disability insurance

Career growth opportunities

Job summary

Service Experts Heating & Air Conditioning in Mishawaka, IN is seeking a Customer Service Specialist to handle customer service requests, appointment bookings, and billing inquiries with the highest courtesy and professionalism for one-call resolution.

You will answer calls, maintain records, support dispatch, and work with Sales and Service Coordinators to improve scheduling accuracy and response speed, while upholding CPI compliance for payments.

Qualifications

• 2+ years of customer service or front-facing experience.
• Proficient with computers and office systems.
• Strong verbal and written communication skills and customer focus.

Responsibilities

• Answer incoming customer calls and route as needed.
• Maintain customer records and update account information.
• Resolve customer concerns, including billing questions and scheduling.
• Assist with dispatch and coordinate with sales/service teams.
• Maintain knowledge of products and promotions.

Skills

Customer service

Communication

Time management

Teamwork

Problem-solving

Education

High School Diploma

Tools

Computers & Office Software

Job description

Job Description Summary

The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with 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.

Location Address

12746 McKinley Hwy, Mishawaka, IN 46545

Service Experts Company Perks And Benefits For YOU

• 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
  
  
  
  


• We have ample advancement and career-growth opportunities available across the U.S.


• 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

Desired 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 and Education

• 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.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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]