Customer Service Specialist - 28196-6131 - Service Experts

This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6032115
Overview
Position Title: Customer Service Specialist
Join the team of experts and realize your true potential!
Why You Should Join the Service Experts Team?
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!
Position Summary:
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.
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to
support employees and their families in managing their health and
wellness needs. Following is a summary of the many benefits that could
be available to you as a Service Experts valued employee.
- 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
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- Life Insurance, for you and options you can elect for your family
- Short-term and Long-term disability insurance options, that protects
you and your family if you are unable to work
- Supplemental benefit programs such as: Legal advice, pet insurance,
health advocacy programs
- World Class Training opportunities through our Experts University
- Career Development opportunities
Service Experts Heating & Air Conditioningis an equal opportunity
employer and all qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national
origin, disability status, protected veteran status, or any other
characteristic protected by law.
Responsibilities
Key Responsibilities:
- 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, (questions may include billing
inquires, 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
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- Accurately dispositions calls in call monitoring software
- Adheres to CPI compliance regulations when taking payments over the
phone
- Updates capacity planner whenever calls or 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
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- Assists with dispatching as needed
- Continually maintains working knowledge of all company products,
services, and promotions
- Working with dispatch to improve accuracy in scheduling and speed of
response
- Reliable attendance and on-time job performance
- Performs similar/other duties as needed or assigned
Qualifications
Qualifications:
- High school diploma or equivalent with 1 year experience working in
customer service or other customer-facing environ ent
- Experience or training 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. Must be comfortable switching
rapidly between tasks with no loss in efficiency and effectiveness.
- Excellent customer-service, communication, and interpersonal skills
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- 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
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
- Ability to accept empowerment and to be prepared to make decisions
regarding customer satisfaction with confidence
Effective organizational and time-mana