This is a job for a Customer Service Specialist position with the company located in the Ridgeland, MS area.

Job 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. 

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 call 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: 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 call 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. 

Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.