Customer Service Specialist - 5873-6131

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**Position Title:**

**Customer Service Specialist**

**Reports To:** General Manager or Office Manager

**Status**: Full-time, Regular position

**Category**: Customer Service/Support

**Location Name**: Comfort Masters

**Location Address**: 901 S Rohlwing Rd Ste B, Addison, IL 60101

**Schedule: Tuesday - Friday 10:30am-7:00pm and Saturdays from

8:00am-4:00pm**

**Join the team of experts and realize your true potential!**

**Why You Should Join the Service Experts Team?**

Our team consists of the very best; we believe in doing what is right

for our customers and our employees. We provide our employees with the

training, support and an opportunity for unlimited professional growth.

**Join us and become an EXPERT!**

**Position Summary:**

The Customer Service Specialist 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

Specialist will be responsible for assisting in day-to-day operation of

the Center.

**What Do We Offer You as a Service Experts Employee?**

Service Experts offers a comprehensive benefits package designed to

support employees and their families in managing their health and

wellness needs. Following is a summary of the many benefits that could

be available to you as a Service Experts valued employee.

- Competitive Pay, including incentive opportunities for many

positions

- Paid Time Off and Company Holiday Pay

- Medical /Dental /Vision Insurance programs

- 401(k) Retirement Savings Plan with company matching contributions

- Life Insurance, for you and options you can elect for your family

- Short-term and Long-term disability insurance options, that protects

you and your family if you are unable to work

- Supplemental benefit programs such as: Legal advice, pet insurance,

health advocacy programs

- World Class Training opportunities through our Experts University

- Career Development opportunities

**Key Responsibilities:**

- Answers incoming phone calls from customers and assists call or

routes call to appropriate person

- Maintains good customer relations and ensures that all calls meet

Service Experts\' standards

- 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 in call monitoring software

- Adheres to CPI compliance regulations when taking payments over the

phone

- Updates capacity planner whenever calls or booked, rescheduled or

cancelled

- Works with Sales and Service Coordinator to improve accuracy in

scheduling and speed of response

- Communicates with customers on the status of service calls

- Assists with dispatching as needed

- Continually maintains working knowledge of all company products,

services, and promotions

- Working with dispatch to improve accuracy in scheduling and speed of

response

- Reliable attendance and on-time job performance

- Performs similar/other duties as needed or assigned

**Qualifications:**

High school diploma or equivalent with 1 year experience working in

customer service or other customer-facing environment

Experience or training the use of computers and related systems in an

administrative office environment

Mus 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 procedures

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 pr