Customer Service Specialist

Midland Air - Service Experts - Lexington, SC

Full-time - Entry Level

Hybrid - Lexington, SC

About the position

The Customer Service Specialist is responsible for managing customer service requests, appointment bookings, and inquiries with a focus on providing high-quality service and achieving one-call resolution. This hybrid role requires effective communication and problem-solving skills to address customer concerns and maintain positive relationships while supporting the day-to-day operations of the service center.

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 by phone, email, and chat.
• Clarify issues, research, explore answers/alternative solutions, implement solutions, and escalate unresolved issues.
• 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 accuracy in scheduling and speed of response.
• 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 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.
• Ability to communicate effectively with a diverse customer population.
• Ability to work effectively in both a team and an independent environment.
• Effective organizational and time-management skills.

Nice-to-haves

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

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid holidays