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Customer Service Specialist

TXC187 Support Call Center

Job Title: Customer Service Specialist
Reports To: Sr Manager Customer Care
Status: Full-Time
Location Name: Service Experts Headquarters
Location Address: 3400 N. Central Expy, Richardson, TX  75080


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 training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Job 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.

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
•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
•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


Required Qualifications:
High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment

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

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