Senior Account Resolution & Retention Specialist

Service Experts LLC; Richardson (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

PTO & holidays

Medical/Dental/Vision insurance

401(k) matching

Life Insurance

Disability insurance

Training & development

Job summary

Service Experts Heating & Air Conditioning in Richardson, TX is seeking a Customer Resolution Specialist to handle escalated service requests, bookings, complaints, and billing inquiries with professionalism.

You will support contact center agents, de-escalate issues, and apply retention strategies to protect customer accounts while coordinating with back-office teams on transfers and payments.

Qualifications

• High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach mutual resolutions.
• Ability to learn and follow company processes and procedures.

Responsibilities

• Receive and mitigate customer complaints to full completion within defined service level targets.
• Resolve problems by clarifying issues and researching solutions.
• Explain features of Advantage and other Service Experts programs to customers.
• Retain customer accounts and manage contract transfers.
• Process payments and refunds per standard procedures.
• Coordinate with back-office for contract transfers and data updates.

Skills

Customer service

Retention

Complaint resolution

De-escalation

Communication

Multitasking

Follow through

Interpersonal skills

Education

High School Diploma/GED

Tools

CRM Systems

Microsoft Word

Outlook

Job description

Service Experts Heating & Air Conditioning in Richardson, TX is seeking a Customer Resolution Specialist to handle escalated service requests, bookings, complaints, and billing inquiries with professionalism.

You will support contact center agents, de-escalate issues, and apply retention strategies to protect customer accounts while coordinating with back-office teams on transfers and payments.