Customer Service Specialist

3 weeks ago

Gaithersburg, United States Parker-Pearce - Service Experts Full time

**Position Title**:Customer Service Specialist**

**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. We provide our employees with the training, support and an opportunity for unlimited professional growth.** 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. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.

**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
- 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
- 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

**Desired Skills and 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 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/Refrigeration Industry is an asset

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