Vacancy expired!
Job 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 support center. Ensures work produced meets product/service standards and exceeds quality standards.
Core Responsibilities
Answering incoming phone calls from customers and other support center duties as assigned
Maintaining good customer relations and ensuring that all calls meet Service Experts standards
Handling and resolving 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)
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintaining customer records by updating account information
Working with Dispatch to improve accuracy in scheduling and speed of response
Communicating with customers on the status of service calls
Assisting with dispatching as needed
Working with Support Center Operations Manager to ensure that capacity demands are met
Continually maintain working knowledge of all company products, services, and promotions
Other duties as assigned by management
Reliable attendance and on-time job performance
Job Specifications
Minimum Education
High School Degree
Minimum Experience
2+ years in customer service and inbound call handling
Excellent verbal and written communication skills
Ability to navigate multiple support center operations systems (software)
Excellent interpersonal communication abilities
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Vacancy expired!