Service Experts · 13 hours ago
Customer Service Rep IV
Richardson, TX
Full-time
Onsite
Mid Level
3+ years expService Experts is a leading company in the heating and air conditioning industry, dedicated to providing exceptional customer service. The Customer Retention Specialist will handle escalated customer service requests and complaints, ensuring high levels of customer satisfaction and support for various products and programs.
ConstructionConsumer GoodsHeating Ventilation and Air Conditioning (HVAC)ResidentialSolar
Responsibilities
Receive & mitigate customer complaints to full completion within the defined service level targets
Resolves 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 that qualify for a transfer to a new home-owner and follow up on completions of contract transfers
Calculate and present to customers the early termination amount, facilitate negotiations, obtain approvals, and maintain appropriate communication with the customer throughout the process
Work with the back-office team to complete contract transfers and customer information updates
Protects the integrity of data per company and General Accounting Practices
Work with center leadership and centralized call team members to provide priority dispatch to Advantage customers and emergency situations
Uses retention strategies via phone and email to reduce early terminations
Processes all received payments via standard protocol and facilitates all refund requests
Communicates regularly with leadership regarding any trends or areas of opportunity
Represents the company professionally, honestly, and ethically in all business matters and activities
Other duties as assigned
Qualification
Required
High school diploma with a minimum of 3 years advanced customer service, customer retention, or complaint resolution experience
Ability to de-escalate and be persuasive in order to reach a mutual resolution
Ability to learn and follow company process and procedures
Highly organized & detailed oriented
Excellent follow through skills
Ability to maintain confidentiality of customer information and other sensitive data
Ability to work well under pressure
Ability to multitask in a busy work environment and to organize and manage multiple priorities
Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population
Working knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications
Utilizes various computerized systems and software to perform tasks
Ability to communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner
Ability to work effectively and productively in both a team environment as well as independently
Benefits
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.
Company
Service Experts
Service Experts is a plumbing company that sells, services, and repairs heating and air conditioning systems.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
N
Nick Ridgway
VP of Franchise Developement
Recent News
2026-01-16
Service Experts
2025-09-16
Company data provided by crunchbase