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Service Coordination Specialist

2 months ago

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

The Client Relations Representative is responsible for managing customer service inquiries, scheduling appointments, addressing customer queries, resolving complaints, and handling billing questions with utmost professionalism and courtesy. This role is essential in ensuring customer satisfaction and operational efficiency within the center.

Why Join Service Experts?

At Service Experts, we pride ourselves on having a dedicated team that prioritizes the needs of our customers and employees alike. We offer comprehensive training, continuous support, and ample opportunities for professional advancement.

Benefits and Perks:
  • Generous Paid Time Off: Enjoy 20 paid days off in your first year, increasing to 25 days after your second year.
  • Job Security: Experience peace of mind with no layoffs during off-peak seasons.
  • Career Growth: Explore numerous advancement opportunities across the nation.
  • Comprehensive Insurance: Benefit from company-sponsored medical, dental, and vision plans.
  • Wellness Programs: Access free wellness program options for employee health.
  • Company Equipment: Receive a smartphone, tablet, uniform, and tool replacement support.
  • Training Academy: Enhance your skills through our internal training programs.
  • Retirement Savings: Participate in a competitive 401(k) plan with company matching.
  • Life Insurance: Enjoy company-paid life insurance options for you and your family.
  • Disability Insurance: Access short-term and long-term disability coverage.
  • Supplemental Benefits: Take advantage of legal advice, pet insurance, and health advocacy programs.

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 various customer concerns, including billing inquiries, service status, and scheduling issues via phone, email, and chat.
  • Clarify issues, research solutions, and escalate unresolved matters as necessary.
  • Update customer records and account information accurately.
  • Document call outcomes in monitoring software.
  • Adhere to compliance regulations when processing payments.
  • Coordinate with sales and service teams to enhance scheduling accuracy and response times.
  • Keep customers informed about the status of their service requests.
  • Assist with dispatching as required.
  • Continuously update knowledge of company products, services, and promotions.
  • Demonstrate reliable attendance and punctuality.
  • 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 systems.
  • Able to multitask and thrive in a fast-paced, dynamic environment.
  • Exceptional customer service, communication, and interpersonal skills.
  • Ability to effectively communicate with a diverse customer base.
  • Capable of working both independently and as part of a team.
  • Strong decision-making skills based on established guidelines.
  • Organizational and time-management skills to prioritize tasks effectively.
  • Knowledge of the HVAC/Refrigeration industry is a plus.

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