Customer Service Representative II
Job Location:
Mishawaka, IN - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Welcome!
Job Description Summary
The Customer Service Specialist handles customer service requests appointment booking customer questions complaints and billing inquiries with The Customer Service Representative 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.
Location Address: 12746 McKinley Hwy Mishawaka IN 46545
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
- 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
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
Desired Qualifications:
High school diploma or equivalent with 2 years 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
Minimum Experience: 2 years Minimum Education: High School Diploma/GEDEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local laws.
Service Experts Heating & Air Conditioning is 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:
Unclear Seniority
About Company
Service Experts has been a home service provider since 1996. HVAC, plumbing, electrical, and more, we're the experts you can count on. Find your location now!
