Customer Service Representative II

Service Experts LLC; Town of Clifton Park (NY); On-site; USD 33,300 - 42,500; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative II for an on-site role in Clifton Park, NY. The position handles customer inquiries, scheduling, and billing with a focus on courteous, efficient service.

Requirements include a high school diploma or GED and 2+ years in customer service, plus strong communication and multitasking abilities in a fast-paced environment. Competitive compensation is offered plus benefits, with equal opportunity employment.

Qualifications

• High school diploma or GED with 2+ years of customer service experience.
• Experience using computers and related systems in an administrative office environment.
• Ability to multi-task in a fast-paced environment and maintain efficiency.
• Excellent customer-service, communication, and interpersonal skills.

Responsibilities

• Handle customer service requests, appointment booking, and billing inquiries by phone, email, or chat.
• Maintain customer records and accurately disposition calls in the system.
• Assist dispatching and coordinate with sales/service teams to improve scheduling accuracy.
• Provide courteous, professional service and resolve issues with one-call resolution.

Skills

Customer service

Communication

Interpersonal skills

multitasking

Education

High School Diploma/GED

Tools

Office software

Job description

## Customer Service Representative IIApplylocations: Clifton Park, New Yorktime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R100646Welcome!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. This position is 100% on-site, Wednesday - Friday, 10:30am - 7pm, Saturday -Sunday 7am - 4pm* 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 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 assetAnnual Compensation Range: $33,300.00 - $42,500.00Minimum Experience: 2+ Years Minimum Education: High School Diploma/GED*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.**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]*