Customer Service Representative IV

2240 Service Experts Heating & AC LLC; Town of Clifton Park (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Service Experts Heating & AC LLC in Clifton Park, NY is seeking a Senior Customer Service Representative IV to monitor and mentor a team of agents, ensuring KPIs and service levels are met.

You will oversee inbound/outbound call performance, assist the Customer Support Center Supervisor, and handle dispatching, scheduling, and training materials. The role requires 6+ years in customer service, strong communication, and the ability to work in a fast-paced environment; HVAC knowledge is a plus.

Qualifications

• 2+ years' experience in customer service or related environment
• Experience with computers and office systems
• Ability to multi-task in a fast-paced environment
• Excellent customer-service, communication and interpersonal skills
• Ability to communicate with diverse customers
• Teamwork and ability to work independently
• HVAC knowledge is a plus
• High school diploma or equivalent

Responsibilities

• Demonstrate proficiency in inbound and outbound call handling KPI's
• Recognized by peers as an authority in support center operations and inbound call handling procedures
• Performs scheduled one on one sessions with team members monthly
• Preparation, organization and presentation of training and related training materials
• Live monitoring of inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Dispatch as needed to improve accuracy in scheduling and speed of response
• Assist in maintaining overall support center performance metrics
• Answering incoming phone calls from customers and other support center duties as assigned
• Maintain good customer relations and ensure that all calls meet Service Experts' standards
• Handle and resolve customer concerns, complaints, and questions by phone, email, Chat
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Communicate with customers on the status of service calls and handle escalations as needed

Skills

Customer service

Communication

Interpersonal skills

Time management

Education

High School Diploma/GED

Job description

Welcome! The Customer Service Representative IV is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI's and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed.

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.

Key Responsibilities:

• Demonstrate proficiency in inbound and outbound call handling KPI's
• Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
• Performs scheduled one on one sessions with team members monthly
• Preparation, organization and presentation of training and related training materials
• Live monitoring of inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
• Dispatch as needed to improve accuracy in scheduling and speed of responseAssist in maintaining overall support center performance metrics
• Answering incoming phone calls from customers and other support center duties as assigned
• Maintain good customer relations and ensure that all calls meet Service Experts' standards
• Handle and resolve 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)
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
• Maintain customer records by updating account information
• Communicate with customers on the status of service calls and handle escalations as needed

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: 6+ years Minimum Education: High School Diploma/GED

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]