Customer Service Representative II

Service Experts • Hampton Bays, NY

6d • $40,000 - $51,000 • Onsite

About The Position

The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with courtesy and professionalism, aiming to resolve customer issues in one call. The role also assists with the Center’s day-to-day operations. The position is located at 219 W Montauk Hwy, Hampton Bays, NY 11946.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience, as stated in the posting’s minimum experience information.
• 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 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 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 according to service demands.

Nice To Haves

• An 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, and chat, including billing inquiries, technician arrival times, scheduling issues, and general product and service questions.
• Resolve problems by clarifying issues, researching answers or 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 or appointments are booked, rescheduled, or canceled.
• 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.
• 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.

Benefits

• Top pay for top performers.
• Generous paid time off: 24 paid days off during the first year, including vacation, personal holidays, and national holidays; 29 paid days off after the second year.
• Company-sponsored medical, dental, and vision insurance.
• 401(k) retirement savings plan with company matching contributions.
• Company-paid employee life insurance, with options for family coverage.
• Short-term and long-term disability insurance options.
• Supplemental benefits including legal advice, pet insurance, and health advocacy programs.
• Training, support, and opportunities for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED