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Customer Support Representative

2 months ago

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

We are seeking a part-time Client Relations Associate to join our team. The working hours are from 4:00 PM to 9:00 PM, with weekend shifts available.

Why Join Our Team?

At Service Experts, we pride ourselves on having a dedicated team that prioritizes integrity and excellence for both our customers and employees. We offer comprehensive training, support, and opportunities for continuous professional development. Become a part of our expert team

Employee Benefits

  • Generous Paid Time Off: Enjoy 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 year-round employment stability.
  • Career Advancement: Explore numerous opportunities for growth across the U.S.
  • Comprehensive Insurance: Benefit from company-sponsored medical, dental, and vision plans.
  • Wellness Programs: Access free employee medical wellness options.
  • Company Equipment: Receive a smartphone, tablet, uniform, and tool replacement program.
  • Training Academy: Enhance your skills through our internal training programs.
  • Retirement Savings: Participate in a top-tier 401(k) plan with attractive company matching.
  • Life Insurance: Company-paid life insurance options available for you and your family.
  • Disability Insurance: Short-term and long-term disability options to protect you and your family.
  • Additional Benefits: Access supplemental programs like legal advice and pet insurance.
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, handling complaints, and processing billing inquiries with utmost professionalism and courtesy to ensure effective resolution of customer issues. The role also involves supporting the daily operations of the service center.

Key Responsibilities
  • Respond to incoming customer calls and provide assistance or direct calls as necessary.
  • Maintain positive customer relations and ensure compliance with Service Experts' standards.
  • Address and resolve various customer concerns via phone, email, and chat, including billing inquiries and service scheduling.
  • Clarify issues, research solutions, and escalate unresolved matters as needed.
  • Update customer records and maintain accurate account information.
  • Document call outcomes in call monitoring software.
  • Ensure compliance with payment processing regulations.
  • Update scheduling systems for appointments and changes.
  • 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.
  • Continuously update knowledge of company products, services, and promotions.
  • Exhibit 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 related administrative systems.
  • Able to multitask and thrive in a fast-paced, dynamic environment.
  • Exceptional customer service, communication, and interpersonal skills.
  • Ability to effectively resolve customer issues and communicate clearly.
  • Capable of working independently and as part of a team.
  • Strong decision-making skills based on established guidelines.
  • Willingness to take initiative in ensuring customer satisfaction.
  • Excellent organizational and time-management abilities.
  • 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 exhaustive and may be subject to change based on the needs of Service Experts.