Service Coordination Specialist

2 weeks ago

West Palm Beach, Florida, United States Service Experts Full time
Position Overview

We are seeking a part-time Client Relations Associate, with shifts from 4:00 PM to 9:00 PM, and weekends from 7:00 AM to 2:00 PM or 2:00 PM to 9:00 PM.

Why Join Our Team?

At Service Experts, we pride ourselves on having a team of dedicated professionals who prioritize integrity and excellence for both our clients and employees. We offer comprehensive training, ongoing support, and opportunities for limitless professional advancement. Become an EXPERT with us

Benefits and Perks for You:
  • Generous Paid Time Off: 20 paid days off in your first year, increasing to 25 days after your second year.
  • Job Security: No layoffs during off-peak seasons, ensuring consistent employment.
  • Career Advancement: Numerous opportunities for growth across the U.S.
  • Health Benefits: Company-sponsored Medical, Dental, and Vision Insurance.
  • Wellness Programs: Free medical options for employees.
  • Company Equipment: Provided smartphone, tablet, uniform plan, and tool replacement program.
  • Training Academy: Internal programs to enhance your skills.
  • Retirement Savings: Best-in-class 401(k) plan with competitive company matching.
  • Life Insurance: Company-paid options for you and your family.
  • Disability Insurance: Short-term and long-term options available.
  • Additional Benefits: Legal advice, pet insurance, and health advocacy programs.
Join the largest and most reputable team in HVAC: Service Experts Heating, Air Conditioning, & Plumbing.

Role Summary: The Client Relations Associate is responsible for managing customer service inquiries, scheduling appointments, addressing customer questions, resolving complaints, and handling billing inquiries with utmost professionalism and courtesy to achieve one-call resolutions. This role also supports the daily operations of the service center.

Key Responsibilities:
  • Respond to incoming customer calls and provide assistance or direct calls to the appropriate personnel.
  • Maintain positive customer relations and ensure compliance with Service Experts' standards.
  • Address and resolve a variety of customer concerns via phone, email, and chat, including billing inquiries, technician arrival times, scheduling issues, and general product/service questions.
  • Clarify issues, research solutions, implement resolutions, and escalate 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 systems for booked, rescheduled, or canceled appointments.
  • 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.
  • Ensure 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 related field.
  • Proficient in using computers and administrative office systems.
  • Able to multitask and thrive in a fast-paced, dynamic environment.
  • Excellent customer service, communication, and interpersonal skills.
  • Ability to effectively communicate with customers and resolve issues in a professional manner.
  • Capable of working both independently and as part of a team.
  • Strong decision-making skills based on established guidelines.
  • Willingness to take initiative and make confident decisions regarding customer satisfaction.
  • Effective organizational and time-management skills, with the ability to prioritize tasks.
  • Knowledge of the HVAC/Refrigeration industry is a plus.
Service Experts Heating & Air Conditioning is an equal opportunity employer, and 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.

This job description is not intended to be a comprehensive list of all responsibilities, duties, or skills required for the position and is subject to review and modification as needed.

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