Customer Service Representative I
On-siteFairfax, Virginia, United States
Job Summary
Answer incoming phone calls, emails, and chats regarding billing, scheduling, and technician ETAs while resolving complaints with one-call resolution. Maintain customer records, accurately disposition calls in monitoring software, and update capacity planners for booked or rescheduled jobs. Research issues, implement solutions, and escalate unresolved concerns to ensure compliance with CPI regulations and Service Experts standards. Collaborate with Sales and Service Coordinators to improve scheduling accuracy and assist with dispatching as needed. Perform similar duties as assigned and maintain working knowledge of HVAC products and promotions.
Required Qualifications
- High school diploma or equivalent
- 1 year experience working in customer service or other customer-facing environment
- Experience or training the use of computers and related systems in an administrative office environment
- Ability to multi-task and work effectively in fast-paced and constantly changing work environment
- Ability to switch rapidly between tasks with no loss in efficiency and effectiveness
- Excellent customer-service, communication, and interpersonal skills
- 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-management skills
- Ability to prioritize work based on service demands
Desired Qualifications
- An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
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