What are the responsibilities and job description for the Sr Customer Service Specialist, Partnerships position at Service Experts Heating & Air Conditioning?
Sr. Customer Service Specialist, Partnerships
Reports To: Supervisor, Customer Care
Status: Full-time, Regular position
Location Name: FSO, Richardson, TX (Hybrid)
Location Address: 3400 N. Central Expressway Suite 410, Richardson, TX
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 training support and an opportunity for unlimited professional growth.
Join us and become an EXPERT!
Position Summary: The Sr. Customer Service Specialist, Partnerships handles customer service requests, appointment bookings, coordinating appointment booking changes, and assisting with invoicing and funding tasks. This role requires a focus on ensuring efficient handling of service scheduling and admin or processing duties associated with completed service requests, with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. This role will also assist the Supervisor in day-to-day operations, collaborating with the center and team to support affiliate processes and expectations.
Key Responsibilities
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, including:
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.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com
Reports To: Supervisor, Customer Care
Status: Full-time, Regular position
Location Name: FSO, Richardson, TX (Hybrid)
Location Address: 3400 N. Central Expressway Suite 410, Richardson, TX
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 training support and an opportunity for unlimited professional growth.
Join us and become an EXPERT!
Position Summary: The Sr. Customer Service Specialist, Partnerships handles customer service requests, appointment bookings, coordinating appointment booking changes, and assisting with invoicing and funding tasks. This role requires a focus on ensuring efficient handling of service scheduling and admin or processing duties associated with completed service requests, with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. This role will also assist the Supervisor in day-to-day operations, collaborating with the center and team to support affiliate processes and expectations.
Key Responsibilities
- Answering inbound requests for priority service appointments.
- Maintaining good customer relations and ensuring that all calls meet Service Experts’ standards.
- Handling and resolving a variety of appointment booking concerns, working directly with capacity planners in the local center to schedule, reschedule, or cancel appointments for clients.
- Handling interactions via phone, email, chat, and various customer portals (questions may include billing inquiries, technician ETA, scheduling issues, and general company product and service questions).
- Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
- Accurately disposition calls in call monitoring software.
- Maintaining working knowledge of all company products, services, and promotions.
- Managing job statuses, ensuring that jobs are accepted and completed within the required timeframes, adhering to service expectations.
- Reviewing and updating Service Titan job tickets and keeping track of work orders for smooth processing and timely follow-ups.
- Maintaining customer records by updating account information.
- Working with Sales and Service Coordinator to improve accuracy in scheduling and speed of response.
- Communicating with customers on the status of service calls.
- Assisting with dispatching as needed and adhering to key SLA deadlines.
- Working with dispatch to improve accuracy in scheduling and speed of response.
- Adhering to CPI compliance regulations when taking payments over the phone, when applicable.
- Handle invoice processing, billing adjustments and refunds as it complies with customer’s policy, and collaborate with dealer to ensure to ensure accuracy.
- Issue refunds or payments to customers and work with Accounts Payable team to facilitate timely and accurate financial transactions.
- Maintaining accurate reporting and records related to invoicing and funding.
- Obtain appropriate consent and obtain customer banking information to issue refunds or payments, as needed.
- Ensuring reliable attendance and on-time job performance.
- Performing similar/other duties as needed or assigned, which include assisting with tracking team goals, job expectations, and continuous improvements.
- Assist customer support team with questions and customer/account issues.
- Support Supervisor by assisting team members with questions and concerns, providing guidance in the absence of a supervisor, and ensuring smooth department operations
- Ability to assist the supervisor and team with a variety of tasks including timely completion of projects.
- Help track team goals, reporting progress, and key insights to leadership.
- High school diploma and some college coursework
- Minimum 3 years of experience working in customer service or other customer-facing environments.
- A dedicated, hardworking individual who can balance multiple tasks efficiently and prioritize urgent matters.
- Strong communication skills to stay aligned with the team and provide updates as needed.
- A proactive attitude and willingness to take on additional responsibilities.
- Ability to remain adaptable and resourceful, especially in fast-paced or changing situations
- Experience using customer service and billing/payment-related systems in an administrative office environment.
- Must be able to multi-task and work effectively in a fast-paced and constantly changing work environment, including switching between tasks without loss of efficiency.
- Ability to adapt to our partnership programs process, including invoicing, scheduling, and job follow-ups, ensuring alignment with company expectations.
- Effective communication skills to resolve customer issues, complaints, or concerns.
- Attention to detail is critical, especially in managing and following up on customer service-related processes.
- Ability to work effectively both independently and in a team environment.
- Ability to accept empowerment and make decisions regarding customer satisfaction with confidence and within established guidelines and procedures.
- Strong organizational and time-management skills, including prioritizing tasks and ensuring all tasks are completed in accordance with our partnerships SLA expectations.
- An understanding and knowledge of the HVAC/Refrigeration Industry is an asset.
- Flexible to help support 24/7 operations.
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, including:
- 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 Insurance and disability insurance options
- Supplemental benefit programs
- World Class Training opportunities through our Experts University
- Career Development opportunities
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.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com
