Customer Representative I

Key Responsibilities

• Answers incoming phone calls from customers and assists or routes calls to the appropriate person.
• Maintains good customer relations and ensures all calls meet Service Experts’ standards.
• Handles and resolves customer concerns, complaints, and questions via phone, email, and chat.
• Resolves problems by clarifying issues, researching, exploring 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 the capacity planner for call bookings, reschedules, or cancellations.
• 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.
• Works with dispatch to improve accuracy in scheduling and speed of response.
• Ensures reliable attendance and on-time job performance.
• Performs similar or other duties as needed or assigned.

Qualifications

• High school diploma or equivalent.
• 0-2+ years of experience working in customer service or another customer-facing environment.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Ability to multi-task and work effectively in a fast-paced and constantly changing work environment.
• Ability to switch rapidly between tasks with no loss in efficiency or effectiveness.
• Excellent customer-service, communication, and interpersonal skills.
• Effective communication skills to communicate with customers and resolve issues, complaints, or concerns.
• Ability to 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 make decisions regarding customer satisfaction with confidence.
• Effective organizational and time-management skills.
• Ability to prioritize work based on service demands.
• An understanding and knowledge of the HVAC/Refrigeration Industry is an asset.