Back to jobs
New

Customer Resolution Specialist

TXC187 Support Call Center

Job Title:  Customer Resolution Specialist

Reports To: Contact Center Operations Manager

Location Name: Headquarters, Richardson, TX

Hybrid Schedules:  F-M, 6am-5pm  or F-T, 6am-3pm 

 

Position Summary

The Customer Resolution Specialist handles escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with the highest degree of courtesy and professionalism.   The Customer Resolution Specialist will be responsible for providing support to customers and contact center phone agents for various Service Experts products and programs.

 

Duties & Responsibilities
  • Receive & mitigate customer complaints to full completion within the defined service level targets.
  • Resolves problems by clarifying issues, researching, exploring alternative solutions and implementing the solution.
  • Explain features and benefits of the Advantage program and other Service Experts programs to existing, new, or potential customers.
  • Retain customer accounts that qualify for a transfer to a new home-owner and follow up on completions of contract transfers.
  • Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and maintain appropriate communication with the customer throughout the process.
  • Work with the back-office team to complete contract transfers and customer information updates.
  • Protects the integrity of data per company and General Accounting Practices.
  • Work with center leadership and centralized call team members to provide priority dispatch to Advantage customers and emergency situations.
  • Uses retention strategies via phone and email to reduce early terminations.
  • Processes all received payments via standard protocol and facilitates all refund requests.
  • Communicates regularly with leadership regarding any trends or areas of opportunity.
  • Represents the company professionally, honestly, and ethically in all business matters and activities.
  • Other duties as assigned.
Qualifications
  • High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience.
  • Ability to de-escalate and be persuasive in order to reach a mutual resolution.
  • Ability to learn and follow company process and procedures.
  • Highly organized & detailed oriented.
  • Must have high internet speed
  • Excellent follow through skills.
  • Ability to maintain confidentiality of customer information and other sensitive data.
  • Ability to work well under pressure.
  • Ability to multitask in a busy work environment and to organize and manage multiple priorities.
  • Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
  • Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
  • Utilizes various computerized systems and software to perform tasks.
  • Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
  • Ability to work effectively and productively in both a team environment as well as independently.

 

 

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, including:

  • 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.

 

Service Experts Heating & Air Conditioning is an equal opportunity employer. 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.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com

Service Experts Heating & Air Conditioning is 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.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Service Experts LLC’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.