Customer Service Representative I

Service Experts Heating & Air Conditioning•Ocala, FL

About The Position

The Customer Service Representative I is an entry-level position within the Customer Service family. The role typically requires little to no prior knowledge or experience and assists with routine, standard projects and assignments under close supervision. The representative supports customers by phone, email, and chat, helping with questions and concerns such as billing inquiries, technician arrival estimates, scheduling, and company products and services. The position also updates customer and scheduling records, communicates service-call status, and assists with dispatching as needed.

Requirements

High school diploma or equivalent.
0–2+ years of experience working in customer service or another customer-facing environment.
Experience or training using computers and related systems in an administrative office environment.
Ability to multitask effectively in a fast-paced, constantly changing work environment and switch rapidly between tasks without loss of efficiency or effectiveness.
Excellent customer-service, communication, and interpersonal skills.
Ability to communicate effectively with customers to resolve issues, complaints, or concerns.
Ability to communicate pleasantly and professionally with coworkers and customers, including a diverse customer population.
Ability to work effectively both independently and as part of a team.
Ability to make decisions based on established guidelines and procedures.
Ability to accept empowerment and make customer-satisfaction decisions confidently.
Effective organizational and time-management skills, including prioritizing work based on service demands.

Nice To Haves

Understanding and knowledge of the HVAC/Refrigeration industry is an asset.

Responsibilities

Answer incoming customer calls, assist callers, or route calls to the appropriate person.
Maintain good customer relations and ensure calls meet Service Experts’ standards.
Handle and resolve customer concerns, complaints, and questions by phone, email, and chat.
Resolve problems by clarifying issues, researching options, exploring alternatives, implementing solutions, and escalating unresolved issues.
Maintain customer records by updating account information.
Accurately disposition calls in call monitoring software.
Follow CPI compliance regulations when taking payments over the phone.
Update the capacity planner when calls are booked, rescheduled, or cancelled.
Work with Sales and Service Coordinators and dispatch to improve scheduling accuracy and response speed.
Communicate service-call status to customers.
Assist with dispatching as needed.
Maintain working knowledge of company products, services, and promotions.
Maintain reliable attendance and perform work on time.
Perform similar or other duties as needed or assigned.