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The Customer Service Representative IV is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed.

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Key Responsibilities:

Demonstrate proficiency in inbound and outbound call handling KPI’s
Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
Performs scheduled one on one sessions with team members monthly
Preparation, organization and presentation of training and related training materials
Live monitoring of inbound and outbound call performance and direct coaching as needed
Continually maintain working knowledge of all company products, services, and promotions
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Dispatch as needed to improve accuracy in scheduling and speed of response
Assist in maintaining overall support center performance metrics
Answering incoming phone calls from customers and other support center duties as assigned
Maintain good customer relations and ensure that all calls meet Service Experts’ standards
Handle and resolve 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)
Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintain customer records by updating account information
Communicate with customers on the status of service calls and handle escalations as needed

Qualifications:

High school diploma or equivalent with 2+ 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
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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• Minimum Experience: 6+ years • Minimum Education: High School Diploma/GED Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

Learn more about this Employer on their Career Site