Job Description
Job Title:
Customer Service Representative
Job Location:
Round Rock, TX
Job Category:
Other
Description:
Position Summary:
The Customer Service representative 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 Representative will be responsible for assisting in day-to-day operation of the Center.
Key Responsibilities:
Β Answers incoming phone calls from customers and assists call or routes call to appropriate person
Β Maintains good customer relations
Β 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)
Β Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Β Maintains customer records by updating account information
Β Accurately dispositions calls
Β Continually maintains working knowledge of all company products, services, and promotions
Β Working to improve accuracy in scheduling and speed of response
Β Reliable attendance and on-time job performance
Β Performs similar/other duties as needed or assigned
Β Able to work evening and weekends
Β Ability to multitask and able to work in a fast-paced environment
Qualifications:
Β High school diploma or equivalent with 1 year experience working in customer service or another customer-facing environment
Β Experience or training the use of computers and related systems in an administrative office environment
Β 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.
Β Excellent customer-service, communication, and interpersonal skills
Β Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
Β 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.
Β Ability to work effectively in both a team and an independent environment
Β Ability to make decisions based on established guidelines and procedure
Β Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Β Effective organizational and time-management skills. Must be able to prioritize work based on service demands
Β An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
Β Able to multitask and work in a fast-paced environment
Benefits:
Β Heath insurance
Β Dental insurance
Β Vision insurance
Β PTO
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