{"id":2561701,"url":"https://alion.io/job/service-experts-customer-service-representative-ii","title":"Customer Service Representative II","company":{"id":2741391,"name":"Service Experts","domain":"serviceexperts.com","url":"https://alion.io/company/serviceexperts-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fairfax, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":120000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":565},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-20T04:15:16Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"Welcome!\n\nThe Customer Service Representative 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.\nLocation Address: 8421 Hilltop Rd, Fairfax, VA 22031\nKey Responsibilities:\nAnswers incoming phone calls from customers and assists call or routes call to appropriate person\n\nMaintains good customer relations and ensures that all calls meet Service Experts’ standards\n\nHandles 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)\n\nResolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues\n\nMaintains customer records by updating account information\n\nAccurately dispositions calls in call monitoring software\n\nAdheres to CPI compliance regulations when taking payments over the phone\n\nUpdates capacity planner whenever calls or booked, rescheduled or cancelled\n\nWorks with Sales and Service Coordinator to improve accuracy in scheduling and speed of response\n\nCommunicates with customers on the status of service calls\n\nAssists with dispatching as needed\n\nContinually maintains working knowledge of all company products, services, and promotions\n\nWorking with dispatch to improve accuracy in scheduling and speed of response\n\nReliable attendance and on-time job performance\n\nPerforms similar/other duties as needed or assigned\n\nDesired Skills & Qualifications:\nHigh school diploma or equivalent with 2+ years experience working in customer service or other customer-facing environment\n\nExperience or training the use of computers and related systems in an administrative office environment\n\nMust be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.\n\nExcellent customer-service, communication, and interpersonal skills\n\nEffective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns\n\nAbility to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.\n\nAbility to work effectively in both a team and an independent environment\n\nAbility to make decisions based on established guidelines and procedures\n\nAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence\n\nEffective organizational and time-management skills. Must be able to prioritize work based on service demands\n\nAn understanding and knowledge of the HVAC/Refrigeration Industry is an asset\n\nWhat 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:\nCompetitive Pay with incentive opportunities\n\nPaid Time Off and Company Holiday Pay\n\nMedical, Dental, and Vision Insurance programs\n\n401(k) Retirement Savings Plan with company matching contributions\n\nLife Insurance and disability insurance options\n\nSupplemental benefit programs\n\nWorld Class Training opportunities through our Experts University\n\nCareer Development opportunities\n\n\nMinimum Experience: 2+ years\nMinimum Education: High School Diploma/GED\n\n\nThe 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.\nService 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. 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