Customer Service Representative IV
On-siteClifton Park, New York, United States
Job Summary
Monitor inbound and outbound call performance, providing direct coaching and one-on-one sessions to ensure KPIs and service standards are met. Assist the Support Center Supervisor with call loading, dispatching, and schedule monitoring to improve response speed and accuracy. Handle customer inquiries regarding billing, technician ETA, and scheduling by resolving issues through research, clarification, and escalation when necessary. Maintain customer records and update account information while ensuring all interactions meet Service Experts' standards. Prepare and present training materials to support team development.
Required Qualifications
- High school diploma or equivalent
- 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 effectively communicate with customer and to resolve customer issues, complaints, or concerns
- Ability to effectively 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
- 6+ years experience
- High School Diploma/GED
Desired Qualifications
- An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
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