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Oklahoma City

    Customer Service Specialist - Oklahoma City, United States - Service Experts

    Service Experts
    Service Experts Oklahoma City, United States

    4 weeks ago

    Service Experts background
    Paid Work
    Description

    This job was posted by : For more information,
    please see: 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.

    Key Responsibilities:

    • Answers incoming phone calls from customers and assists call or
      routes call to appropriate person

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    - 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 training the use of computers and related systems in
      an administrative office en ironment
    • 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/Refrigeration Industry is
      an asset

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