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Sun City West

    Customer Service Specialist - Sun City West, United States - Service Experts

    Service Experts
    Service Experts Sun City West, United States

    4 weeks ago

    Service Experts background
    Description
    This job was posted by : For more information, please see: Canyon State Air Conditioning, Heating & Plumbing

    13632 W Camino Del Sol, Sun City West, AZ 85375

    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 the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT

    Service Experts Company Perks and Benefits for YOU


    Generous PTO provided:
    20 paid days off within your first year of employment (vacation & national holidays)
    25 paid days off after your 2nd year of employment
    No layoffs during \"Slow Season\" - due to our extensive customer base, you will never have to worry about not being able to provide for your family year-round
    Ready to get out of your work truck? We have ample advancement and career-growth opportunities available across the U.S.
    Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs
    We provided wellness program options for free employee medical
    Company-provided smart phone, tablet, uniform plan, and tool replacement program
    We\'ll make you better at what you do with our internal Training Academy
    Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions
    Company-paid employee Life Insurance with options for YOU and your Family
    Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work

    Supplemental benefit programs such as:
    Legal advice, pet insurance, and health advocacy programs

    Come join the BEST and the BIGGEST team in


    HVAC:
    Service Experts Heating, Air Conditioning, & Plumbing

    Position 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.

    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

    Qualifications

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

    Experience or trainin the use of computers and related systems in an administrative office environment

    Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.

    Excellent customer-service, communication, and interpersonal skills

    Effective communication skills to 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. Must be able to prioritize work based on service demands

    An understanding and knowledge of the HVAC/Refrig
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