Customer Resolution Specialist

Overview

Job Title: Customer Resolution Specialist

Reports To: Contact Center Operations Manager

Hybrid Schedules: F-M, 10 am-9 pm or F-T, 12 pm-9 pm

Position Summary

The Customer Resolution Specialist handles escalated customer service requests, priority appointment bookings, complaints, and billing inquiries with the highest degree of courtesy and professionalism. The specialist provides support to customers and contact center phone agents for various Service Experts products and programs.

• Receive and mitigate customer complaints to full completion within defined service level targets.
• Resolve problems by clarifying issues, researching, exploring alternative solutions, and implementing the solution.
• Explain features and benefits of the Advantage program and other Service Experts programs to existing, new, or potential customers.
• Retain customer accounts eligible for transfer to a new homeowner and follow up on contract transfers.
• Calculate and present to customers early termination amounts, facilitate negotiations, obtain approvals, and maintain communication with the customer throughout the process.
• Work with the back-office team to complete contract transfers and customer information updates.
• Protect the integrity of data per company and General Accounting Practices.
• Collaborate with center leadership and centralized call team members to provide priority dispatch to Advantage customers and in emergencies.
• Use retention strategies via phone and email to reduce early terminations.
• Process all received payments via standard protocol and facilitate refund requests.
• Communicate regularly with leadership regarding trends or opportunities for improvement.
• Represent the company professionally, honestly, and ethically in all business matters.
• Other duties as assigned.

• High school diploma with a minimum of 3 years of advanced customer service, customer retention, or complaint resolution experience.
• Ability to de-escalate and be persuasive to reach mutual resolutions.
• Ability to learn and follow company processes and procedures.
• Highly organized and detail-oriented.
• Strong internet speed and reliability.
• Excellent follow-through skills.
• Ability to maintain confidentiality of customer information and other sensitive data.
• Ability to work well under pressure and multitask in a busy environment.
• Excellent customer-service skills, verbal and written, with the ability to work with a diverse customer population.
• Working knowledge of Customer Relationship Management systems, Microsoft Word and Outlook; comfortable with various computerized systems and software.
• Effective external and internal communication, including with Executive Leadership, in a pleasant, business-like, customer-focused manner.
• Ability to work effectively both in a team and independently.

• Competitive pay with incentive opportunities.
• Paid time off and company holiday pay.
• Medical, dental, and vision insurance programs.
• 401(k) retirement savings plan with company matching contributions.
• Life and disability insurance options.
• World-class training opportunities through Experts University.

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.