Customer Service Representative I

Service Experts•Ocala, FL

About The Position

The Customer Service Representative I is an entry-level position that typically requires little to no prior knowledge or experience. The role assists with routine and standard projects and assignments within the Customer Service family and works under close supervision. The representative supports customers by phone, email, and chat; handles questions and concerns; maintains accurate account and call records; and coordinates with dispatch, sales, and service staff to support scheduling and service responses. The role also requires maintaining knowledge of company products, services, and promotions, reliable attendance, and completing other duties as assigned. Service Experts offers a comprehensive benefits package to support employees and their families with health and wellness needs. The job description may be reviewed and changed in accordance with company needs. Service Experts is an equal opportunity employer and provides reasonable accommodations during the application and hiring process upon request.

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.
Effective communication skills to communicate with customers and resolve customer issues, complaints, or concerns.
Ability to communicate pleasantly, professionally, and with a customer-focused manner with coworkers and customers, including a diverse customer population.
Ability to work effectively both in a team and independently.
Ability to make decisions based on established guidelines and procedures.
Ability to accept empowerment and make customer-satisfaction decisions with confidence.
Effective organizational and time-management skills, including prioritizing work based on service demands.

Nice To Haves

Understanding and knowledge of the HVAC/Refrigeration industry.

Responsibilities

Answer incoming customer calls and 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, or chat, including billing inquiries, technician arrival estimates, scheduling issues, and questions about company products and services.
Resolve problems by clarifying issues, researching, exploring answers or alternatives, implementing solutions, and escalating unresolved issues.
Maintain customer records by updating account information.
Accurately disposition calls in call monitoring software.
Adhere to CPI compliance regulations when taking payments over the phone.
Update the capacity planner when calls are booked, rescheduled, or cancelled.
Work with the Sales and Service Coordinator and dispatch to improve scheduling accuracy and speed of response.
Communicate service-call status to customers.
Assist with dispatching as needed.
Continually maintain working knowledge of company products, services, and promotions.
Maintain reliable attendance and on-time job performance.
Perform similar or other duties as needed or assigned.