POSITION SUMMARY:

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. The Customer Service Representative will be responsible for assisting in day-to-day operation of the Centre duties.

Responsibilities:

• Answering incoming phone calls from customers.
• Maintaining good customer relations and ensuring that all calls meet Company 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 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.
• Working with dispatch to improve accuracy in scheduling and speed of response.
• Communicating with customers on the status of service calls.
• Assisting with dispatching as needed.
• Performing outbound calls to schedule preventative maintenances and tune-ups.
• Ensuring that customers are contacted in a timely manner to schedule preventative maintenance.
• Working with General Manager/Operations Manager to ensure that capacity demands are met.
• Continually maintain working knowledge of all company products, services, and promotions.

Qualifications:

• The qualified candidate must have a high school diploma or equivalent.
• Post-secondary education in business or related field preferred.
• Previous customer service experience required.
• Excellent interpersonal skills.
• Exceptional verbal and written communication.
• Strong computer software skills.
• Team work is a priority and the Customer Service Specialist must be willing to work with and assist co-workers as needed.
• The ability to work occasional overtime and weekend hours as required.
• The successful incumbent must be able to meet the minimum requirements for our background check criteria.

• Answering incoming phone calls from customers.
• Maintaining good customer relations and ensuring that all calls meet Company 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 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.
• Working with dispatch to improve accuracy in scheduling and speed of response.
• Communicating with customers on the status of service calls.
• Assisting with dispatching as needed.
• Performing outbound calls to schedule preventative maintenances and tune-ups.
• Ensuring that customers are contacted in a timely manner to schedule preventative maintenance.
• Working with General Manager/Operations Manager to ensure that capacity demands are met.
• Continually maintain working knowledge of all company products, services, and promotions