Req ID:3960 Category:Customer Service/Support Location Name:Broad Ripple - Service Experts Location Address:8227 Northwest Blvd, Suite 300, Indianapolis, IN 46278 Status:Full-Time

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! 

Service Experts Company Perks and Benefits for YOU  

 

Generous PTO provided: 

20 paid days off within your first year of employment (vacation & national holidays) 25 paid days off after your 2nd year of employment  No layoffs during “Slow Season” – due to our extensive customer base, you will never have to worry about not being able to provide for your family year-round Ready to get out of your work truck? We have ample advancement and career-growth opportunities available across the U.S. Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs We provided wellness program options for free employee medical Company-provided smart phone, tablet, uniform plan, and tool replacement program We’ll make you better at what you do with our internal Training Academy Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions Company-paid employee Life Insurance with options for YOU and your Family! Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs 

 

Come join the BEST and the BIGGEST team in HVAC: Service Experts Heating, Air Conditioning, & Plumbing! 

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.  

 

Key Responsibilities:  

Answers incoming phone calls from customers and assists call or routes call to appropriate person  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  Assists with dispatching as needed  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   Performs similar/other duties as needed or assigned  

 

 

Qualifications:  

High school diploma or equivalent with 1 year 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  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  Ability to effectively 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 to be prepared to make decisions regarding customer satisfaction with confidence  Effective organizational and time-management skills.  Must be able to prioritize work based on service demands  An understanding and knowledge of the HVAC/Refrigeration Industry is an asset  

 

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