Customer Service Representative - Overland Park
2 days ago
Job description
Position Title:
Customer Service Representative I
Reports To:
General Manager or Contact Center Operations Supervisor or Field Operations Manager
Status:
Full-time, Regular position
Category:
Customer Service/Support
Location Name:
Neal Harris-Service Experts
Address: 9040 Cody St, Overland Park, KS 66214
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.
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.
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 positionsPaid 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
Short-term and Long-term 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
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
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 call in call monitoring software
Adheres to CPI compliance regulations when taking payments over the phone
Utilizes schedule assist within Service Titan whenever calls or booked, rescheduled or cancelled
Communicates with customers on the status of service calls
Continually maintains working knowledge of all company products, services, and promotions
Working with regional center POC on all escalated matters
Reliable attendance and on-time job performance
Performs similar/other duties as needed or assigned
Sells and/or renews customer memberships
Qualifications
High school diploma or equivalent with 1-year experience working in customer service or another customer-facing environment
Experience or training the use of computers and related systems in an administrative office environment
Must be able to multi-task and work effectively in a 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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