Customer Service Representative

4 weeks ago

Columbia, Maryland, United States Service Experts Full time
Customer Service Representative

At Service Experts, we're looking for a skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for handling customer inquiries, resolving issues, and providing exceptional customer service.

Key Responsibilities:
  • Answer incoming phone calls from customers and assist with their inquiries
  • Maintain good customer relations and ensure that all calls meet Service Experts' standards
  • Handle and resolve customer concerns, complaints, and questions by phone, email, or chat
  • Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
  • Maintains customer records by updating account information
  • Accurately disposes 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

Requirements:
  • 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
  • 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 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
  • An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

What We Offer:
  • 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

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