Customer Service Specialist

Position Title: Customer Service Specialist

Reports To: General Manager or Office Manager

Status:Fulltime Regular position

Category: Customer Service/Support

Location Name: Ocala Service Experts

Location Address: 2520 NW 6th St Ocala FL 34475

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 the 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 onecall resolution. The Customer Service Specialist will be responsible for assisting in daytoday operation of the Center.

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
• Shortterm and Longterm 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 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 ontime 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 customerfacing environment
• Experience or training the use of computers and related systems in an administrative office environment
• Must be able to multitask and work effectively in fastpaced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customerservice communication and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues complaints or concerns
• Ability to effectively communicate with coworkers and customers in a pleasant businesslike and customerfocused 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 timemanagement 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