Weekend Customer Service/Dispatch

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: • Answers incoming phone calls from customers and assists call or routes call to appropriate person • Maintains good customer relations • 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 • Continually maintains working knowledge of all company products, services, and promotions • Working to improve accuracy in scheduling and speed of response • Reliable attendance and on-time job performance • Performs similar/other duties as needed or assigned • Able to work evening and weekends • Ability to multitask and able to work in a fast-paced environment

Qualifications: • High school diploma or equivalent with 1 year experience working in customer service or another 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 procedure • 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 • Able to multitask and work in a fast-paced environment

Benefits:
• Heath insurance
• Dental insurance
• Vision insurance
• PTO

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