Sr Customer Service Specialist, Partnerships

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:

• 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.

Appointment Scheduling & Account Updates

• 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.

Invoicing & Payments:

• 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.

Department Support:

• 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.

Required Qualifications:

• 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 provid