Description:
Location: Denver, CO
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:
20 paid days off within your first year of employment (vacation & national
holidays)
25 paid days off after your 2nd year of employment
No layoffs during "Slow Season" - due to our extensive customer base,
you will never have to worry about not being able to provide for your family
year-round
Ready to get out of your work truck? 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 provided wellness program options for free employee medical
Company-provided smart phone, tablet, uniform plan, and tool replacement
program
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 Senior 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
cus omer 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
Min $39,991- Max $59,986