Customer Service Representative IV

2243 Service Experts Heating & AC-NY LLC; United States; On-site; USD 52,000 - 70,000; Full time

Job summary

Service Experts Heating & Air Conditioning seeks an experienced Customer Service Representative IV to monitor and guide a team of agents, ensuring KPI targets and service levels are met. You will mentor on inbound/outbound calls, support scheduling and dispatch, and assist the supervisor in daily operations.

You will maintain knowledge of products and promotions, handle escalations, and drive customer satisfaction with confidence.

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

Responsibilities

• Monitor the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met
• Provide direct monitoring of inbound and outbound call performance to mentor and ensure quality standards
• Assist the Customer Support Center Supervisor in the day-to-day operations of the support center
• Perform support functions such as call loading, dispatching, and schedule monitoring as needed
• Demonstrate proficiency in inbound and outbound call handling KPI’s
• Be recognized by peers as an authority in support center operations and inbound call handling procedures and processes
• Perform scheduled one on one sessions with team members monthly
• Prepare, organize and present training and related training materials
• Live monitor inbound and outbound call performance and direct coaching as needed
• Continually maintain working knowledge of all company products, services, and promotions
• 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
• Answer 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
• 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

Multitasking

Problem-solving

Teamwork

Interpersonal skills

Education

High school diploma or 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.

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 inquiries, 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 & Education

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

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 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].