Customer Service Specialist

3 weeks ago


Burnaby BC, Canada Service Experts Full time

This job was posted by : For more information,please see: Why You Should Jointhe Service Experts Team?
We provide our employees with thetraining, support and an opportunity for unlimited professional growth. Service Experts Company Perks and Benefits for YOU
20 paid days off within your first year of employment (vacation &national holidays)
~Ready to get out of your work truck? Hold on to your more of your paycheck with Company-sponsoredMedical, Dental, and Vision Insurance programs
~ We provided wellness program options for free employee medical
~ Company-provided smart phone, tablet, uniform plan, and toolreplacement program
~ Best-in-class 401(k) Retirement Savings Plan with attractive companymatching contributions
~ Short-term and Long-term disability insurance options that willprotect you and your family if you are unable to work
~ Legal advice, pet insurance,and health advocacy programs

Come join the BEST and the BIGGEST team in HVAC: Service ExpertsHeating, Air Conditioning, & Plumbing
The Customer Service Specialist handles customer service requests,appointment booking, customer questions, complaints, and billinginquiries with the highest degree of courtesy and professionalism toresolve customer issues with one-call resolution. Answers incoming phone calls from customers and assists call orroutes call to appropriate person

{=html}- Maintains good customer relations and ensures that all calls meetService Experts\' standards- Handles and resolves a variety of customer concerns, complaints, andquestions by phone, email, Chat, (questions may include billinginquires, technician ETA, scheduling issues, and general companyproduct and service questions)- Resolves problems by clarifying issues, researching, exploringanswers/alternative solutions, implementing solutions, andescalating 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 thephone- Updates capacity planner whenever calls or booked, rescheduled orcancelled- Works with Sales and Service Coordinator to improve accuracy inscheduling 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 ofresponse- Reliable attendance and on-time job performance- Performs similar/other duties as needed or assigned
High school diploma or equivalent with 1 year experience working incustomer service or other customer-facing environment
Experience or training the use of computers and related systems inan administrative office en ironment
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customer and toresolve customer issues, complaints, or concerns
Must be able toprioritize work based on service demands
An understanding and knowledge of the HVAC/Refrigeration Industry isan asset
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