Customer Service Representative I
On-siteRichardson, Texas, United States
Job Summary
Answer incoming phone calls, emails, and chats to handle billing inquiries, technician ETAs, scheduling issues, and general product questions while maintaining Service Experts' standards. Resolve customer concerns by clarifying issues, researching solutions, and escalating unresolved problems. Update customer records in monitoring software, accurately disposition calls, and adhere to CPI compliance regulations when processing payments. Work with the Sales and Service Coordinator to improve scheduling accuracy and speed of response, assist with dispatching, and communicate service call statuses. Continually maintain knowledge of HVAC products and services. Requires a high school diploma, 0-2 years of customer service experience, and strong communication skills.
Required Qualifications
- High school diploma or equivalent
- 0-2 years 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 customer and to resolve customer issues, complaints, or concerns
- Ability to 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-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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