HVAC Customer Support Specialist

Service Experts; Duluth (GA); On-site; USD 32,000 - 48,000; Full time

Job summary

Service Experts is seeking a Customer Service Specialist 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 center operations.

Responsibilities include answering calls, updating records, coordinating with dispatch, and maintaining knowledge of products and promotions to ensure timely service and high customer satisfaction.

Qualifications

• High school diploma or equivalent with 1 year experience in customer service or other customer-facing environment.
• Minimum Education: High School Diploma/GED
• Minimum Experience: 2+ Years

Responsibilities

• Answers incoming phone calls from customers and assists call or routes call to appropriate person.
• Maintains good customer relations and ensures that all calls meet Service Experts' standards.
• Handles and resolves 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).
• Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
• Maintains customer records by updating account information.
• Accurately dispositions calls in call monitoring software.
• Updates capacity planner whenever calls or booked, rescheduled or cancelled.
• Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response.
• Communicates with customers on the status of service calls.
• Assists with dispatching as needed.
• Continually maintains working knowledge of all company products, services, and promotions.
• Working with dispatch to improve accuracy in scheduling and speed of response.
• Reliable attendance and on-time job performance.
• Performs similar/other duties as needed or assigned.

Skills

Customer service

Communication

Multitasking

Time management

Interpersonal skills

Teamwork

Problem solving

HVAC knowledge

Education

High School Diploma/GED

Tools

Call monitoring software

Job description

Service Experts is seeking a Customer Service Specialist 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 center operations.

Responsibilities include answering calls, updating records, coordinating with dispatch, and maintaining knowledge of products and promotions to ensure timely service and high customer satisfaction.