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Customer Service Specialist at Service Experts LLC. in Overland Park, Kansas

Posted in Other 8 days ago.

Type: Full Time

Job Description:

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.

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

* 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