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Customer Support Representative

2 months ago

Fort Worth, Texas, United States Service Experts Full time
Position Overview:

The Client Relations Associate is responsible for managing customer service inquiries, scheduling appointments, addressing customer queries, handling complaints, and processing billing questions with utmost professionalism and courtesy to ensure effective resolution of customer issues in a single interaction.

Why Join Service Experts?

At Service Experts, we pride ourselves on having a dedicated team that prioritizes integrity for both our clients and employees. We offer comprehensive training, ongoing support, and a pathway for continuous professional advancement. Become a valued member of our team

Benefits and Perks:
  • Generous Paid Time Off: Enjoy 20 paid days off in your first year and 25 days after your second year.
  • Job Security: No layoffs during off-peak seasons due to our robust customer base.
  • Career Advancement: Numerous opportunities for growth and development across the country.
  • Comprehensive Insurance: Company-sponsored Medical, Dental, and Vision Insurance.
  • Wellness Programs: Access to free employee medical wellness options.
  • Company Equipment: Receive a smartphone, tablet, uniform, and tool replacement program.
  • Training Opportunities: Enhance your skills through our internal Training Academy.
  • Retirement Savings: Participate in a top-tier 401(k) plan with attractive company matching.
  • Life Insurance: Company-paid employee life insurance with options for family coverage.
  • Disability Insurance: Short-term and long-term disability options available.
  • Additional Benefits: Access to supplemental programs such as legal advice and pet insurance.

Key Responsibilities:
  • Respond to incoming customer calls and provide assistance or direct them to the appropriate personnel.
  • Maintain positive customer relations and ensure compliance with Service Experts' standards during all interactions.
  • Address and resolve various customer inquiries, including billing questions, technician arrival times, scheduling issues, and general product and service inquiries via phone, email, and chat.
  • Identify problems by clarifying issues, researching solutions, and implementing effective resolutions while escalating unresolved matters as necessary.
  • Update customer records and account information accurately.
  • Document call outcomes in call monitoring software.
  • Adhere to compliance regulations when processing payments over the phone.
  • Update scheduling tools for calls that are booked, rescheduled, or canceled.
  • Collaborate with Sales and Service Coordinators to enhance scheduling accuracy and response times.
  • Communicate service call statuses to customers effectively.
  • Assist with dispatching tasks as required.
  • Maintain a comprehensive understanding of all company products, services, and promotions.
  • Demonstrate reliable attendance and punctual job performance.
  • Perform additional duties as assigned.

Qualifications:
  • High school diploma or equivalent with at least one year of experience in customer service or a similar role.
  • Familiarity with computer systems and administrative office environments.
  • Ability to multitask and adapt in a fast-paced, dynamic work environment.
  • Strong customer service, communication, and interpersonal skills.
  • Proficient in effectively resolving customer issues and concerns.
  • Ability to communicate clearly and professionally with diverse customer populations.
  • Capable of working independently and as part of a team.
  • Decision-making skills based on established guidelines.
  • Empowered to make confident decisions regarding customer satisfaction.
  • Excellent organizational and time-management skills.
  • Knowledge of the HVAC/Refrigeration industry is advantageous.

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.