Customer Service Specialist

Position Title : Customer Service Specialist

Reports To : Contact Center Operations Supervisor

Status : Full-time Regular position

Category : Customer Service / Support

Location Name : BW Cook of Service Experts

Address : 12746 McKinley Hwy Mishawaka Indiana 46545

Join the team of experts and realize your true potential!

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 training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

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.

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. 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 positions

Paid Time Off and Company Holiday Pay

Medical / Dental / Vision Insurance programs

401(k) Retirement Savings Plan with company matching contributions

Life Insurance for you and options you can elect for your family

Short-term and Long-term disability insurance options that protects you and your family if you are unable to work

Supplemental benefit programs such as : Legal advice pet insurance health advocacy programs

World Class Training opportunities through our Experts University

Career Development opportunities

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 call in call monitoring software

Adheres to CPI compliance regulations when taking payments over the phone

Utilizes schedule assist within Service Titan whenever calls or booked rescheduled or cancelled

Communicates with customers on the status of service calls

Continually maintains working knowledge of all company products services and promotions

Working with regional center POC on all escalated matters

Reliable attendance and on-time job performance

Performs similar / other duties as needed or assigned

Sells and / or renews customer memberships

Qualifications :

High school diploma or equivalent with 1-year experience working in customer service or another 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 a 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

Service 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 :

IC

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full Time

Experience : years

Vacancy : 1