Customer Resolution Specialist

Job Title:
Customer Resolution Specialist

Reports To:
Contact Center Operations Manager

Location Name:
Headquarters, Richardson, TX

Hybrid Schedules: We offer a flexible schedule with opportunities during both weekdays and weekends. We are currently seeking candidates for weekend shifts, specifically from Wednesday to Sunday, 12 PM to 9 PM.
Position Summary
The Customer Resolution Specialist handles escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with the highest degree of courtesy and professionalism. The Customer Resolution Specialist will be responsible for providing support to customers and contact center phone agents for various Service Experts products and programs.

Duties & Responsibilities

• Receive & mitigate customer complaints to full completion within the defined service level targets.
• Resolves problems by clarifying issues, researching, exploring alternative solutions and implementing the solution.
• Explain features and benefits of the Advantage program and other Service Experts programs to existing, new, or potential customers.
• Retain customer accounts that qualify for a transfer to a new home-owner and follow up on completions of contract transfers.
• Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and maintain appropriate communication with the customer throughout the process.
• Work with the back-office team to complete contract transfers and customer information updates.
• Protects the integrity of data per company and General Accounting Practices.
• Work with center leadership and centralized call team members to provide priority dispatch to Advantage customers and emergency situations.
• Uses retention strategies via phone and email to reduce early terminations.
• Processes all received payments via standard protocol and facilitates all refund requests.
• Communicates regularly with leadership regarding any trends or areas of opportunity.
• Represents the company professionally, honestly, and ethically in all business matters and activities.
• Other duties as assigned.

Qualifications

• High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience.
• Ability to de-escalate and be persuasive in order to reach a mutual resolution.
• Ability to learn and follow company process and procedures.
• Highly organized & detailed oriented.
• Must have high internet speed
• Excellent follow through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure.
• Ability to multitask in a busy work environment and to organize and manage multiple priorities.
• Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.
• Utilizes various computerized systems and software to perform tasks.
• Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.
• Ability to work effectively and productively in both a team environment as well as independently.

Benefits
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.

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.
The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email