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
