Customer Service Specialist

Service Experts Heating And Air Conditioning-posted 3 months ago

Full-time • Entry Level

Mesa, AZ

Specialty Trade Contractors

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Join the team of experts and realize your true potential! Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.

Answers incoming phone calls from customers and assists call or routes call to appropriate person
Maintains good customer relations and ensures that all calls meet Service Experts' standards
Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, including billing inquiries, technician ETA, scheduling issues, and general company product and service questions
Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintains customer records by updating account information
Accurately dispositions calls in call monitoring software
Adheres to CPI compliance regulations when taking payments over the phone
Updates capacity planner whenever calls are booked, rescheduled or cancelled
Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
Communicates with customers on the status of service calls
Assists with dispatching as needed
Continually maintains working knowledge of all company products, services, and promotions
Reliable attendance and on-time job performance
Performs similar/other duties as needed or assigned

High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment
Experience or training in the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in fast-paced and constantly changing work environment
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Effective organizational and time-management skills
An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Competitive Pay with incentive opportunities
Paid Time Off and Company Holiday Pay
Medical, Dental, and Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance and disability insurance options
Supplemental benefit programs
World Class Training opportunities through our Experts University
Career Development opportunities

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