2019-2750

Service Experts ,
London, Greater London
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Job Description

At Service Experts Heating & Air Conditioning, we believe in doing what's right for our customers and our employees. We offer the stability of working for a national industry leader but we also treat our people like family. Our team is made up of the very best, and we provide ongoing training, support, and opportunities for unlimited professional growth. We are proud to offer competitive compensation and benefits which include RRSP, medical benefits, dental benefits, short-term and long-term disability benefits, world-class training, and long-term career opportunities. The Customer Service Specialist handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. + High school diploma or equivalent (post-secondary education preferred) + Reliable transportation + Previous customer service experience + Excellent interpersonal skills + Exceptional verbal communication + Strong computer software skills + Willingness to work with and assist co-workers as needed, in addition to working occasional overtime and weekend hours as required All employees must be able to pass our background check criteria. Join the team of Experts and realize your full potential. Service Experts is an Equal Opportunity Employer. Service Experts is committed to an inclusive, barrier-free recruitment process. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) + Answering incoming phone calls from customers and other office duties as assigned + Maintaining good customer relations and ensuring that all calls meet Service Experts' standards + Handling and resolving a variety of customer concerns, complaints, and questions by phone, email, and in-person (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions) + Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence + Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues + Maintaining customer records by updating account information and adding appropriate notes + Dispatch calls to service technicians and installers throughout the day + Working with Dispatch to improve accuracy in scheduling and speed of response + Communicating with customers on the status of service calls as well as reminder calls + Performing outbound calls to schedule preventative maintenances and tune-ups + Process monthly maintenance agreements + Process a variety of payments in regards to deposits, new installs, etc... + Process/Bill new service and or install work + Register for warranties and rebates as needed + Work with General Manager/Operations Manager and Office Manager to ensure that capacity demands are consistently met + Continually maintain working knowledge of all company products, services, and promotions + A variety of office duties as assigned + Working with General Manager/Operations Manager to ensure that capacity demands are met + Continually maintain working knowledge of all company products, services, and promotions + Other duties as assigned Requisition ID: 2019-2750 Street: 3500 White Oak Road, Unit B1

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