{"id":3047075,"url":"https://alion.io/job/service-experts-customer-service-representative-iv","title":"Customer Service Representative IV","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":{"grade":"B","score":80,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":97000,"max_usd":207000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":717},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-20T00:00:00Z","employer_posted_date":"2026-07-20","last_verified_at":"2026-10-22T02:45:48Z","board_verified":false,"closed_at":null,"days_open":96,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":96},"description":"Welcome!\n\nThe Customer Service Representative IV is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure quality standards. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed.\nKey Responsibilities:\nDemonstrate proficiency in inbound and outbound call handling KPI’s\nRecognized by peers as an authority in support center operations and inbound call handling procedures and processes\nPerforms scheduled one on one sessions with team members monthly\nPreparation, organization and presentation of training and related training materials\nLive monitoring of inbound and outbound call performance and direct coaching as needed\nContinually maintain working knowledge of all company products, services, and promotions\nAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence\nDispatch as needed to improve accuracy in scheduling and speed of response\nAssist in maintaining overall support center performance metrics\nAnswering incoming phone calls from customers and other support center duties as assigned\nMaintain good customer relations and ensure that all calls meet Service Experts’ standards\nHandle and resolve 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)\nResolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues\nMaintain customer records by updating account information\nCommunicate with customers on the status of service calls and handle escalations as needed\nQualifications:\nHigh school diploma or equivalent with 2+ years’ experience working in customer service or other customer-facing environment \nExperience or training the use of computers and related systems in an administrative office environment \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. \nExcellent customer-service, communication, and interpersonal skills \nEffective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns \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. \nAbility to work effectively in both a team and an independent environment \nAbility to make decisions based on established guidelines and procedures \nAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence \nEffective organizational and time-management skills. Must be able to prioritize work based on service demands \nAn understanding and knowledge of the HVAC/Refrigeration Industry is an asset \n\nMinimum Experience: 6+ years Minimum Education: High School Diploma/GED\n\nService Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.\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. To request an accommodation, please email ","description_format":"text","description_chars":4223,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["HVAC & Refrigeration","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-10-22T00:51:35Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":0.9,"p_active":0.233,"p_room":0.28,"age_days":96,"expected_fill_days":16,"reasons":["conf:51","stale_co","win:tail","crowd:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/service-experts-customer-service-representative-iv","json_url":"https://alion.io/job/service-experts-customer-service-representative-iv.json","meta":{"generated_at":"2026-10-24T20:26:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29796,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2741391},"rest":"https://alion.io/mcp/rest/get_company?id=2741391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fservice-experts-customer-service-representative-iv"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fservice-experts-customer-service-representative-iv"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fservice-experts-customer-service-representative-iv"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/service-experts-customer-service-representative-iv\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fservice-experts-customer-service-representative-iv"}]}