Customer Resolution Specialist

Service Experts Heating And Air Conditioning • Richardson, TX

112d

About The Position

The Customer Resolution Specialist handles escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with the highest degree of courtesy and professionalism. The Customer Resolution Specialist will be responsible for providing support to customers and contact center phone agents for various Service Experts products and programs.

Requirements

• 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 in order to reach a mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized & detail-oriented.
• Must have high internet speed.
• Excellent follow-through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
• Utilizes various computerized systems and software to perform tasks.
• Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
• Ability to work effectively and productively in both a team environment as well as independently.

Responsibilities

• Receive & mitigate customer complaints to full completion within the defined service level targets.
• Resolve problems by clarifying issues, researching, exploring alternative solutions and implementing the solution.
• Explain features and benefits of the Advantage program and other Service Experts programs to existing, new, or potential customers.
• Retain customer accounts that qualify for a transfer to a new home-owner and follow up on completions of contract transfers.
• Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and maintain appropriate communication with the customer throughout the process.
• Work with the back-office team to complete contract transfers and customer information updates.
• Protect the integrity of data per company and General Accounting Practices.
• Work with center leadership and centralized call team members to provide priority dispatch to Advantage customers and emergency situations.
• Use retention strategies via phone and email to reduce early terminations.
• Process all received payments via standard protocol and facilitate all refund requests.
• Communicate regularly with leadership regarding any trends or areas of opportunity.
• Represent the company professionally, honestly, and ethically in all business matters and activities.
• Other duties as assigned.

Benefits

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED