Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist handles customer service requests, dispatching, 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.

Key Responsibilities:

• Answers incoming phone calls from customers and assists call or routes call to appropriate person
• Assists with dispatching as needed
• Maintains good customer relations and ensures that all calls meet Service Experts' standards
• Handles 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 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 capacity planner whenever calls or booked, rescheduled or cancelled
• Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
• Communicates with customers on the status of service calls
• Continually maintains working knowledge of all company products, services, and promotions
• Working with dispatch to improve accuracy in scheduling and speed of response
• Reliable attendance and on-time job performance

Qualifications:

• High school diploma or equivalent with 5+ years experience working in customer service or other customer-facing environment
• Experience or training the use of computers and related systems in an administrative office environment
• Dispatch experienced preferred
• Must be able to multi-task and work effectively in fast-paced and constantly changing work environment
• Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness
• Excellent customer-service, communication, and interpersonal skills
• Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns