Customer Service Specialist - West Palm Beach, United States - Service Experts
Description
Overview
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.
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 yearround
- Ready to get out of your work truck? We have ample advancement and careergrowth opportunities available across the U.S.
- Hold on to your more of your paycheck with Companysponsored Medical, Dental, and Vision Insurance programs
- We provided wellness program options for free employee medical
- Companyprovided smart phone, tablet, uniform plan, and tool replacement program
- We'll make you better at what you do with our internal Training Academy
- Bestinclass 401(k) Retirement Savings Plan with attractive company matching contributions
- Companypaid employee Life Insurance with options for YOU and your Family
- Shortterm and Longterm 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
- 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 ontime 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 customerfacing environment
- Experience or training the use of computers and related systems in an administrative office environment
- Must be able to multitask and work effectively in fastpaced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
- Excellent customerservice, communication, and interpersonal skills
- Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
- Ability to effectively communicate with coworkers and customers in a pleasant, businesslike, and customerfocused 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 timemanagement 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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