Customer Service Representative II

2243 Service Experts Heating & AC-NY LLC; United States; On-site; USD 33,000 - 43,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative to handle customer service requests, appointment bookings, questions, complaints, and billing inquiries with high courtesy and professionalism. The role is 100% on-site with specific weekend and midweek hours.

You will assist in day-to-day center operations, communicate status to customers, and help with dispatch and scheduling to improve response times.

Qualifications

• High school diploma or equivalent with 2+ years experience in customer service.
• Experience with computers and related systems in an administrative office environment.
• Able to multi-task in a fast-paced and changing environment.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to communicate with diverse customers and work in team or independently.
• HVAC/Refrigeration knowledge is an asset.

Responsibilities

• Answers incoming phone calls and routes or assists as needed.
• Maintains good customer relations and meets Service Experts’ standards.
• Resolves customer concerns by phone, email, chat including billing and scheduling issues.
• Clarifies issues, researches solutions, and escalates when needed.
• Maintains customer records and updates account information.
• Accurately dispositions calls in call monitoring software.
• Updates capacity planner when calls or bookings are made, rescheduled, or cancelled.
• Works with Sales and Service Coordinator to improve scheduling accuracy and speed.
• Communicates service call status to customers and assists with dispatch.
• Maintains knowledge of all products, services, and promotions.

Skills

Customer service experience

Computer skills

Multi-tasking

Communication skills

Interpersonal skills

Teamwork

Time management

Decision making

Adaptability

HVAC knowledge (asset)

Education

High school diploma or equivalent

Tools

Call monitoring software

Capacity planner

Job description

Position Overview

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.

Responsibilities

• Answers incoming phone calls from customers and assists or routes calls to the 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, including billing inquiries, 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 bookings are made, 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.
• Works with dispatch to improve accuracy in scheduling and speed of response.
• Reliable attendance and on‑time job performance.
• Performs similar or 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 with the use of computers and related systems in an administrative office environment.
• Must be able to multi‑task and work effectively in a 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 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.
• Understanding and knowledge of the HVAC/Refrigeration Industry is an asset.

Compensation

Annual Compensation Range: $33,300.00–$42,500.00

Equal Opportunity Employer

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.

Additional Information

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].