Customer Support Specialist - One-Call Resolution

2243 Service Experts Heating & AC-NY LLC; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative to handle service requests, appointment bookings, questions, complaints, and billing inquiries with courtesy and professionalism to resolve issues with one-call resolution. The role supports day-to-day operation of the Center and may involve dispatch assistance.

Ideal candidates have 0–2 years of customer service experience, strong communication skills, and comfort using office computers.

Qualifications

• 0–2 years experience in customer service or similar role.
• Experience or training using computers and related systems in an office environment.
• Ability to multi-task and work effectively in a fast-paced environment.

Responsibilities

• Answers incoming phone calls and routes or assists callers to the appropriate person.
• Maintains good customer relations and ensures calls meet company standards.
• Handles customer concerns, complaints, and questions by phone, email, Chat, including billing inquiries, technician ETA, scheduling.
• Resolves issues by clarifying, researching, providing answers or alternatives, and escalating when needed.
• Maintains customer records and updates account information.
• Accurately dispositions calls in call monitoring software.
• Adheres to CPI compliance when taking payments over the phone.
• Updates capacity planner with call and booking status (scheduled/rescheduled/cancelled).
• Collaborates with Sales and Service Coordinator to improve scheduling accuracy and speed of response.
• Communicates service call status to customers and assists with dispatch as required.
• Maintains knowledge of all products, services, and promotions.

Skills

Customer service

Multi-tasking

Communication

Education

High School Diploma/GED

Job description

Service Experts Heating & Air Conditioning is seeking a Customer Service Representative to handle service requests, appointment bookings, questions, complaints, and billing inquiries with courtesy and professionalism to resolve issues with one-call resolution. The role supports day-to-day operation of the Center and may involve dispatch assistance.

Ideal candidates have 0–2 years of customer service experience, strong communication skills, and comfort using office computers.