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Position Summary: The Senior Customer Service Specialist is responsible for monitoring the activities of multiple Customer Service Specialists. Trains, mentors and coaches other Customer Service Specialists and ensures that work produced meets product/service standards and exceeds quality standards. The Senior 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 Senior Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.
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
Responsible for ensuring daily and weekly call counts are met
Coordinates out bounding calling activities with team as needed to meet call count needs and fulfill obligation to our membership customers
Leverages call monitoring software to ensure service levels are maintained and uses reports to provide coaching and recognition to team
Works with Sales and Service Coordinator to ensure Capacity Planner is maintained and updated to reflect capacity needs
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
Reliable attendance and on-time job performance
Trains, mentors and coaches other Customer Service Specialists and ensures that work produced meets product/service standards and exceeds quality standards
Performs similar/other duties as needed or assigned
Qualifications
High school diploma or equivalent with 2 years' experience working in customer service or another customer-facing environment. Prior experience dispatching is desirable.
Experience or training the use of computers and related systems in an administrative office environment
Highly skilled in multi-tasking and works 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 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
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
