Customer Service Representative IV

Service Experts LLC; Town of Clifton Park (NY); On-site; USD 52,000 - 65,000; Full time

Job summary

Service Experts Heating & Air Conditioning in Clifton Park, NY seeks a Customer Service Representative IV to monitor the performance of multiple agents, mentor staff, and ensure KPI targets and service levels are met. You will oversee inbound and outbound call activities, support the Service Center Supervisor, and assist with training materials and sessions.

Responsibilities include live monitoring, coaching, dispatching for scheduling accuracy, and maintaining customer records while resolving a

Qualifications

• High school diploma or equivalent with 2+ years’ experience in customer service or a customer-facing environment.
• Experience with computers and related systems in an administrative office environment.
• Ability to multi-task in a fast-paced, changing work environment.
• Excellent customer-service, communication, and interpersonal skills.

Responsibilities

• Monitor customer service activities of multiple agents to ensure KPI targets and service levels.
• Directly assist the Supervisor in day-to-day support center operations.
• Live monitoring of inbound/outbound calls and provide coaching as needed.
• Dispatch as needed to improve scheduling accuracy and response speed.
• Maintain customer records and communicate service call status to customers.
• Handle escalations and resolve diverse customer concerns via phone, email, or chat.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Time management

Teamwork

Conflict resolution

Call center

Education

High School Diploma/GED

Job description

## Customer Service Representative IVApplylocations: Clifton Park, New Yorktime type: Full timeposted on: Posted 2 Days Agojob requisition id: R101619Welcome!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.**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 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 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 assetMinimum Experience: 6+ 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]*