Sr Customer Service Specialist at Service Experts

Position Title: Sr Customer Service SpecialistReports To: General Manager or Office ManagerStatus:Full-time Regular positionCategory: Customer Service/SupportLocation Name: Cropp - Warrenton CenterLocation Address: 6649 Garland Dr #2 Warrenton VA 20187Join the team of experts and realize your true potential!Why You Should Join the Service Experts TeamOur 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. Join us and become an EXPERT!Position Summary:The Customer Service Specialist Sr. 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.What Do We Offer You as a Service Experts EmployeeService 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.Competitive Pay including incentive opportunities for many positionsPaid Time Off and Company Holiday PayMedical /Dental /Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance for you and options you can elect for your familyShort-term and Long-term disability insurance options that protects you and your family if you are unable to workSupplemental benefit programs such as: Legal advice pet insurance health advocacy programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunitiesKey Responsibilities:Answers incoming phone calls from customers and assists call or routes call to appropriate personMaintains good customer relations and ensures that all calls meet Service Experts standardsHandles 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)Resolves problems by clarifying issues researching exploring answers/alternative solutions implementing solutions and escalating unresolved issuesMaintains customer records by updating account informationAccurately dispositions calls in call monitoring softwareAdheres to CPI compliance regulations when taking payments over the phoneUpdates capacity planner whenever calls or booked rescheduled or cancelledWorks with Sales and Service Coordinator to improve accuracy in scheduling and speed of responseCommunicates with customers on the status of service callsAssists with dispatching as neededContinually maintains working knowledge of all company products services and promotionsWorking with dispatch to improve accuracy in scheduling and speed of responseReliable attendance and on-time job performancePerforms similar/other duties as needed or assignedQualifications:High school diploma or equivalent with 3 years experience working in customer service or other customer-facing environmentExperience or training the use of computers and related systems in an administrative office environmentMust 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.Excellent customer-service communication and interpersonal skillsEffective communication skills to communicate with customer and to resolve customer issues complaints or concernsAbility 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.Ability to work effectively in both a team and an independent environmentAbility to make decisions based on established guidelines and proceduresAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceEffective organizational and time-management skills. Must be able to prioritize work based on service demandsAn understanding and knowledge of the HVAC/Refrigeration Industry is an assetService Experts Heating & Air Conditioningis 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.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 Required Experience:Senior IC Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full Time Experience: years Vacancy: 1