Customer Service Associate

Join to apply for the Customer Service Specialist role at Service Experts Heating & Air Conditioning 5 hours ago Be among the first 25 applicants Join to apply for the Customer Service Specialist role at Service Experts Heating & Air Conditioning Get AI-powered advice on this job and more exclusive features. Position Title: Customer Service Specialist Reports To: General Manager or Office Manager Status : Full-time, Regular position Category : Customer Service/Support Location Name : Sunbeam Location Address : 2914 Walden Avenue, Suite 300, Depew, NY 14043 (New Location) Schedule: Monday-Friday 10:00am-7:00pm Why You Should Join the Service Experts Team? 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. Join us and become an EXPERT! Service Experts Company Perks And Benefits For YOU Generous PTO provided 24 paid days off within your first year of employment (vacation, personal holidays, & national holidays) 29 paid days off after your 2nd year of employment We have ample advancement and career-growth opportunities available across the U.S. Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs We’ll make you better at what you do with our internal Training Academy Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions Company-paid employee Life Insurance with options for YOU and your Family! Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs Come join the BEST and the BIGGEST team in HVAC: Service Experts Heating, Air Conditioning, & Plumbing! Position Summary 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. Key Responsibilities Answers incoming phone calls from customers and assists call or routes call to appropriate person Maintains good customer relations and ensures that all calls meet Service Experts’ standards 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) Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues Maintains customer records by updating account information Accurately dispositions calls in call monitoring software Adheres to CPI compliance regulations when taking payments over the phone Updates capacity planner whenever calls or booked, rescheduled or cancelled Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response Communicates with customers on the status of service calls Assists with dispatching as needed Continually maintains working knowledge of all company products, services, and promotions Working with dispatch to improve accuracy in scheduling and speed of response Reliable attendance and on-time job performance Performs similar/other duties as needed or assigned Qualifications High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment Experience or training the use of computers and related systems in an administrative office environment 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. Excellent customer-service, communication, and interpersonal skills Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns 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. Ability to work effectively in both a team and an independent environment Ability to make decisions based on established guidelines and procedures Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence Effective organizational and time-management skills. Must be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Other Industries Consumer Services Referrals increase your chances of interviewing at Service Experts Heating & Air Conditioning by 2x Get notified about new Customer Service Specialist jobs in Buffalo, NY . 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