Customer Resolutions Specialist (PT)
RICHARDSON, TXPosted 17 days ago
Job summary
Job post source
This job is directly from Service Experts Heating & Air Conditioning
Job overview
The Customer Resolution Specialist (PT) at Service Experts Heating & Air Conditioning manages escalated customer service issues, complaints, and billing inquiries to ensure customer satisfaction and support contact center operations.
Responsibilities and impact
The role involves resolving customer complaints, managing priority bookings, explaining company programs, facilitating contract transfers, processing payments and refunds, and collaborating with leadership to improve service.
Compensation and benefits
The position offers competitive pay with incentives, paid time off, company holidays, medical, dental, and vision insurance, 401(k) with company match, life and disability insurance, supplemental benefits, and career development through training programs.
Experience and skills
Candidates need a high school diploma and at least 3 years of advanced customer service or complaint resolution experience, strong communication and organizational skills, ability to de-escalate situations, proficiency with CRM and Microsoft Office, and the ability to work independently and in teams.
Career development
Service Experts provides world-class training through Experts University and offers career development opportunities for employees.
Work environment and culture
The company values professionalism, ethical behavior, diversity, and accessibility, fostering a supportive and inclusive work environment with reasonable accommodations for disabilities.
Company information
Service Experts Heating & Air Conditioning is a company focused on heating and air conditioning services, committed to equal opportunity employment and employee wellness.
Team overview
The specialist reports to the Contact Center Operations Manager and works closely with contact center phone agents and leadership teams to support customer service operations.
Job location and travel
The position is based at the headquarters in Richardson, TX, with a hybrid schedule from Tuesday to Friday, 12pm-6pm, not exceeding 29 hours per week.
Application process
Applicants can request accommodations for disabilities by emailing talentacquisition@serviceexperts.com; no other specific application steps are detailed.
Unique job features
The job features a hybrid work schedule, focus on customer retention and complaint resolution, and access to comprehensive benefits and training programs.
Company overview
Service Experts Heating & Air Conditioning specializes in providing HVAC services, including installation, maintenance, and repair of heating, ventilation, and air conditioning systems. The company generates revenue through service contracts, equipment sales, and emergency repair services. Founded in 1996, Service Experts has grown significantly and operates across North America, emphasizing customer satisfaction and technical expertise. They are known for their commitment to energy-efficient solutions and have a strong reputation in both residential and commercial markets.
How to land this job
Position your resume to highlight your advanced customer service, complaint resolution, and retention skills, emphasizing your ability to de-escalate situations and reach mutual resolutions.
Focus on showcasing your proficiency with CRM systems, Microsoft Word, Outlook, and your strong organizational and multitasking abilities, as these are key for managing multiple priorities in a busy contact center environment.
Apply through multiple channels including Service Experts Heating & Air Conditioning's corporate careers page and LinkedIn to maximize your application visibility and chances of being noticed.
Connect on LinkedIn with current employees in the Contact Center Operations or Customer Service divisions at Service Experts; use ice breakers like commenting on recent company initiatives, asking about team culture, or inquiring about the unique challenges of the Customer Resolution Specialist role.
Optimize your resume for ATS by incorporating keywords from the job description such as 'customer retention,' 'complaint resolution,' 'CRM systems,' 'confidentiality,' and 'customer complaint resolution' to improve your chances of passing automated screenings.
Leverage Jennie Johnson's Power Apply feature to automate tailored applications, identify multiple application portals, and find relevant LinkedIn contacts, allowing you to focus your energy on preparing for interviews and networking.
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