Customer Service Representative II

Service Experts Heating & Air Conditioning • Hampton Bays, NY

1d • $40,000 - $51,000 • Onsite

About The Position

The Customer Service Representative II 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.

The role involves responding to customers by phone, email, and chat, maintaining accurate customer records and call dispositions, supporting scheduling and dispatch, and coordinating with Sales and Service colleagues. The representative is expected to maintain knowledge of company products, services, and promotions and to provide reliable, timely, customer-focused service.

Service Experts offers training, support, and opportunities for professional growth. The annual compensation range is $40,000–$51,000. Service Experts is an equal opportunity employer and provides reasonable accommodations for individuals with disabilities during the application and hiring process upon request.

Requirements

• High school diploma or equivalent.
• At least 1 year 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 and work effectively in a fast-paced, constantly changing environment, switching rapidly between tasks without losing 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 with coworkers and a diverse customer population in a pleasant, businesslike, customer-focused manner.
• 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 with confidence.
• Effective organizational and time-management skills, including prioritizing work based on service demands.
• Minimum experience listed: 2+ years.

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, and chat, including billing inquiries, technician arrival estimates, scheduling issues, and questions about products and services.
• Resolve problems by clarifying issues, researching, exploring answers or alternative solutions, 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 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 on-time job performance.
• Perform similar or other duties as needed or assigned.

Benefits

• 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 programs 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