Overview

　　Position Title: Customer Service Specialist

　　Reports To: General Manager or Office Manager

　　Status: Full-time, Regular position

　　Category: Customer Service/Support

　　Location Name: Teays Valley Service Experts

　　Location Address: 3744 Teays Valley Road, Hurricane, WV 25526

　　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 one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day 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 positionsPaid Time Off and Company Holiday PayMedical /Dental /Vision Insurance programs401(k) Retirement Savings Plan with company matching contributions

　　Life Insurance, for you and options you can elect for your familyShort-term and Long-term disability insurance options, that protects you and your family if you are unable to workSupplemental benefit programs such as: Legal advice, pet insurance, health advocacy programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunities

　　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.

　　Responsibilities

　　Answers incoming phone calls from customers and assists call or routes call to appropriate personMaintains good customer relations and ensures that all calls meet Service Experts' standardsHandles 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 issuesMaintains customer records by updating account information

　　Accurately dispositions calls in call monitoring softwareAdheres to CPI compliance regulations when taking payments over the phoneUpdates capacity planner whenever calls or booked, rescheduled or cancelledWorks with Sales and Service Coordinator to improve accuracy in scheduling and speed of responseCommunicates with customers on the status of service calls

　　Assists with dispatching as neededContinually maintains working knowledge of all company products, services, and promotions