Customer Service Representative I
On-siteScarborough, Maine, United States
Scarborough, Maine, United StatesOn-siteFull TimeEntry LevelHigh School Or EquivalentLarge
Full TimeEntry LevelHigh School Or EquivalentLarge
Job Summary
Answer incoming phone calls, emails, and chats to resolve customer concerns, complaints, and billing inquiries while maintaining Service Experts standards. Handle and escalate unresolved issues by researching solutions, updating account records, and accurately disposing calls in monitoring software. Clarify problems, implement fixes, and communicate service call statuses to customers. Update capacity planners for scheduling changes and assist with dispatching as needed. Continually maintain knowledge of HVAC products, services, and promotions. Adhere to CPI compliance regulations when processing payments.
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 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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