Customer Service Specialist

Midland Air - Service Experts - Lexington, SC

Full-time - Entry Level

Hybrid - Lexington, SC

About the position

The Customer Service Specialist at Midland Air - Service Experts is a hybrid role focused on providing exceptional customer service. This position involves handling customer inquiries, appointment bookings, and resolving complaints with professionalism and courtesy. The specialist will assist in the day-to-day operations of the service center, ensuring customer satisfaction and efficient service delivery.

Responsibilities

• Answer incoming phone calls from customers and assist or route calls to the appropriate person.
• Maintain good customer relations and ensure that all calls meet Service Experts' standards.
• Handle and resolve a variety of customer concerns, complaints, and questions via phone, email, and chat.
• Clarify issues, research solutions, and implement resolutions for customer problems.
• 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 capacity planner whenever calls are booked, rescheduled, or cancelled.
• Work with Sales and Service Coordinator to improve scheduling accuracy and response speed.
• Communicate with customers on the status of service calls.
• Assist with dispatching as needed.
• Maintain working knowledge of all company products, services, and promotions.
• Perform similar or other duties as needed or assigned.

Requirements

• High school diploma or equivalent.
• 1 year of experience in customer service or a customer-facing environment.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to multi-task and work effectively in a fast-paced environment.
• Effective organizational and time-management skills.

Nice-to-haves

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

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance
• Pet insurance