Customer Service Specialist II: HVAC Scheduling & Support

Service Experts LLC; Duluth, Northern (GA, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Service Experts LLC is seeking a Customer Service Representative II to handle incoming calls, route inquiries, and keep customers informed about service status. You will resolve issues, update records, and coordinate with dispatch and sales to improve accuracy and speed of response.

The role requires a high school diploma with 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced environment. On-site position based in Duluth, GA.

Qualifications

• High school diploma or GED with 2+ years in customer service or customer-facing roles.
• Experience using computers and related systems in an administrative setting.
• Ability to multi-task and adapt in a fast-paced environment.
• Strong verbal and written communication and interpersonal skills.
• Ability to resolve customer issues with a pleasant, professional demeanor.
• Ability to work in both team and independent settings.

Responsibilities

• Answers incoming calls and routes to the appropriate person.
• Maintains positive customer relations and ensures calls meet company standards.
• Handles and resolves customer concerns via phone, email, and chat.
• Clarifies issues, researches solutions, and escalates when needed.
• Updates and maintains customer records in the system.
• Dispositions calls accurately in call monitoring software.
• Complies with CPI when taking payments over the phone.
• Updates capacity planner for bookings, reschedules, or cancellations.
• Collaborates with Sales and Service Coordinator to improve scheduling speed.
• Communicates service call status to customers.
• Assists with dispatching when required.
• Maintains knowledge of all products, services, and promotions.
• Coordinates with dispatch to improve scheduling accuracy.
• Maintains reliable attendance and punctuality.
• Performs other duties as assigned.

Skills

Customer service

Communication

Multitasking

Team collaboration

Problem solving

Attention to detail

Education

High School Diploma or GED

Tools

Call monitoring software

CRM software

Computer systems (office, email, scheduling)

Job description

Service Experts LLC is seeking a Customer Service Representative II to handle incoming calls, route inquiries, and keep customers informed about service status. You will resolve issues, update records, and coordinate with dispatch and sales to improve accuracy and speed of response.

The role requires a high school diploma with 2+ years in customer service, strong communication, and the ability to multitask in a fast-paced environment. On-site position based in Duluth, GA.