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?

Our team consists of the very best; we believe in doing what is rightfor our customers and our employees. We provide our employees with thetraining, 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 customerbase, you will never have to worry about not being able to providefor your family year-round
  • Ready to get out of your work truck? We have ample advancement andcareer-growth opportunities available across the U.S.
  • 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
  • We\'ll make you better at what you do with our internal TrainingAcademy
  • Best-in-class 401(k) Retirement Savings Plan with attractive companymatching contributions
  • Company-paid employee Life Insurance with options for YOU and yourFamily
  • Short-term and Long-term disability insurance options that willprotect 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 ExpertsHeating, Air Conditioning, & Plumbing

Position Summary:

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. The Customer ServiceSpecialist will be responsible for assisting in day-to-day operation ofthe Center.

Key Responsibilities:

  • 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

Qualifications:

  • 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
  • Must be able to multi-task and work effectively in fast-paced andconstantly changing work environment. Must be comfortable switchingrapidly between tasks with no loss in efficiency and effectiveness.
  • Excellent customer-service, communication, and interpersonal skills
  • Effective communication skills to communicate with customer and toresolve customer issues, complaints, or concerns
  • Ability to effectively communicate with co-workers and customers ina pleasant, business-like, and customer-focused manner. Ability tocommunicate with a diverse customer population.
  • Ability to work effectively in both a team and an independentenvironment
  • Ability to make decisions based on established guidelines andprocedures
  • Ability to accept empowerment and to be prepared to make decisionsregarding customer satisfaction with confidence
  • Effective organizational and time-management skills. Must be able toprioritize work based on service demands
  • An understanding and knowledge of the HVAC/Refrigeration Industry isan asset
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