Customer Service Specialist

About the position

The Customer Service Specialist is responsible for managing customer service requests, appointment bookings, and inquiries with a focus on providing exceptional service and resolving issues efficiently. This hybrid role requires effective communication and problem-solving skills to ensure customer satisfaction and support the day-to-day operations of the service center.

Responsibilities

• Answers incoming phone calls from customers and assists or routes calls to the 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, and chat.
• 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.
• Performs similar/other duties as needed or assigned.

Requirements

• 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.
• Ability to multi-task and work effectively in a fast-paced and constantly changing work environment.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication skills to resolve customer issues, complaints, or concerns.
• Ability to communicate with a diverse customer population.
• Ability to work effectively in both a team and an independent environment.
• Ability to make decisions based on established guidelines and procedures.
• Effective organizational and time-management skills.

Nice-to-haves

• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset.

Benefits

• Competitive Pay, including incentive opportunities for many positions
• Paid Time Off and Company Holiday Pay
• Medical /Dental /Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance, for you and options you can elect for your family
• Short-term and Long-term disability insurance options
• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
• World Class Training opportunities through our Experts University
• Career Development opportunities