Customer Service Specialist

<strong>Position Title: Customer Service Specialist</strong> <br> <br> <strong>Reports To: </strong>Manager<br> <br> <strong>Status: </strong>Full-time, Regular position<br> <br> <strong>Category</strong>: Customer Service<br> <br> <strong>Location Name</strong>: CroppMetcalfe<br> <br> <strong>Location Address</strong>: 8421 Hilltop Rd, Fairfax, VA 22031<br> <br> <strong>Join the team of experts and realize your true potential!</strong> <br> <br> <strong>Why You Should Join the Service Experts Team? </strong> <br> <br>Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.<strong> Join us and become an EXPERT!</strong> <br> <br> <strong>Position Summary:</strong> <br> <br>The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.<br> <br> <strong>Key Responsibilities:</strong> <br> <ul> <li>Answers incoming phone calls from customers and assists call or routes call to appropriate person</li> <li>Maintains good customer relations and ensures that all calls meet Service Experts' standards</li> <li>Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)</li> <li>Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues</li> <li>Maintains customer records by updating account information</li> <li>Accurately dispositions calls in call monitoring software</li> <li>Adheres to CPI compliance regulations when taking payments over the phone</li> <li>Updates capacity planner whenever calls or booked, rescheduled or cancelled</li> <li>Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response</li> <li>Communicates with customers on the status of service calls</li> <li>Assists with dispatching as needed</li> <li>Continually maintains working knowledge of all company products, services, and promotions</li> <li>Reliable attendance and on-time job performance</li></ul> <strong>Qualifications:</strong> <br> <ul> <li>High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment</li> <li>Experience or training the use of computers and related systems in an administrative office environment</li> <li>Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.</li> <li>Excellent customer-service, communication, and interpersonal skills</li> <li>Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns</li> <li>Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.</li> <li>Ability to work effectively in both a team and an independent environment</li> <li>Ability to make decisions based on established guidelines and procedures</li> <li>Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence</li> <li>Effective organizational and time-management skills. Must be able to prioritize work based on service demands</li> <li>An understanding and knowledge of the HVAC/Refrigeration Industry is an asset</li></ul> <strong>What Do We Offer You as a Service Experts Employee? </strong> <br> <br>Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.<br> <ul> <li>Competitive Pay, including incentive opportunities for many positions</li> <li>Paid Time Off and Company Holiday Pay</li> <li>Medical /Dental /Vision Insurance programs</li> <li>401(k) Retirement Savings Plan with company matching contributions</li> <li>Life Insurance, for you and options you can elect for your family</li> <li>Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work</li> <li>Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs</li> <li>World Class Training opportunities through our Experts University</li> <li>Career Development opportunities</li></ul><img src="https://counter.adcourier.com/YmJnZW5lcmljLjE3Mjc2LjEyNTI0QHNlcnZpY2VleHBlcnRzY29tcC5hcGxpdHJhay5jb20.gif">