Customer Service Specialist - Riviera Beach, United States - XtraMile
1 week ago
Description
Position Title:
Customer Service Specialist
Reports To:
Office
Manager or General Manager
Status:
Full-time, Regular position
Category:
Customer Service
Location Name:
Xtra Mile Cooling, Plumbing & Electric
Address: 7830 Byron Dr # 7, West Palm Beach, FL 33404
Join the team of experts and realize your true potential
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
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.
Key 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
- Reliable attendance and ontime job performance
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
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs.
Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.
- Competitive Pay, including incentive opportunities for many positions
- Paid Time Off and Company Holiday Pay
- Medical /Dental /Vision Insurance programs
- 401(k) Retirement Savings Plan with company matching contributions
- Life Insurance, for you and options you can elect for your family
- Shortterm and Longterm disability insurance options, that protects you and your family if you are unable to work
- Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
- World Class Training opportunities through our Experts University
- Career Development opportunities