Customer Service Support Call Center

Job Title:

Customer Service Specialist

Reports To:

Sr Manager Customer Care Status:
Full-Time Location Name:
Service Experts Headquarters Location Address: 3400 N. Central Expy, Richardson, TX 75080

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.

• Answer incoming phone calls from customers and assist or route calls to the appropriate person.
• Maintain good customer relations and ensure that all calls meet Service Experts' standards.
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, and chat (including billing inquiries, technician ETA, scheduling issues, and general company product and service questions).
• Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
• Maintain customer records by updating account information.
• Accurately disposition calls in call monitoring software.
• Adhere to CPI compliance regulations when taking payments over the phone.
• Update capacity planner whenever calls are booked, rescheduled, or cancelled.
• Work with Sales and Service Coordinator to improve accuracy in scheduling and speed of response.
• Communicate with customers on the status of service calls.
• Assist with dispatching as needed.
• Continuously maintain working knowledge of all company products, services, and promotions.
• Work with dispatch to improve accuracy in scheduling and speed of response.
• Show reliable attendance and on-time job performance.
• Perform similar or other duties as needed or assigned.

High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment.