Customer Service Representative I

Service Experts•Duluth, GA

About The Position

The Customer Service Representative I handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with courtesy and professionalism, aiming to resolve issues on the first call. The role also assists with the day-to-day operation of the Center. The job description may be reviewed and changed in accordance with Service Experts’ needs.

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 environment and switch rapidly between tasks without losing efficiency or effectiveness.
Excellent customer-service, communication, and interpersonal skills.
Effective communication skills to address customer issues, complaints, or concerns.
Ability to communicate pleasantly, professionally, and with a customer-focused approach with coworkers and 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 the ability to prioritize work based on service demands.

Nice To Haves

Understanding and knowledge of the HVAC/Refrigeration industry.

Responsibilities

Answer incoming customer calls, assist callers, or route calls to the appropriate person.
Maintain positive customer relations and ensure calls meet Service Experts’ standards.
Handle and resolve customer concerns, complaints, and questions by phone, email, and chat, including billing inquiries, technician ETAs, scheduling issues, and questions about company products and services.
Resolve problems by clarifying issues, researching and exploring answers or alternatives, implementing solutions, and escalating unresolved issues.
Update customer account information and maintain customer records.
Accurately disposition calls in call monitoring software.
Follow CPI compliance regulations when taking payments over the phone.
Update the capacity planner when calls or appointments 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 punctual job performance.
Perform similar or other duties as needed or assigned.