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E-Service Chat & Social Media - 101912 in Memphis, TN at American Home Shield

Date Posted: 5/4/2018

Job Snapshot

Job Description

Customer Service Support trained associate that receives and/or places telephone calls, chat requests, email requests or social media requests to respond to and resolve customer service issues or post payments to customer accounts. Acts as the customer advocate for all customer service issues. Uses computerized system for tracking, information gathering, and/or troubleshooting. Ensures that customers receive the best service possible through processing service calls, preparing general correspondence and coordinating with other functions as required.


1. Utilizes problem solving skills to respond to and resolve routine customer service issues via inbound and outbound telephone calls, written correspondence and/or electronic communication according to all company policies, standard operating procedures and contract coverage.
2. Handles customer interaction via social media, email and chat.
3. Follows up with internal and external customers, contractors, and/or business partners to ensure customer service issues are resolved.
4. Maintains current knowledge of all company policies, procedures, & programs.
5. Responsible for effectively providing guidance to associates so they can effective resolve customer service issues.
6. Responsible for effectively handling escalated calls from customers.
7. Responsible for effectively handling pre-appointment calls which includes Basic Service Requests.
8. Responsible for effectively handling post-appointment calls which includes Cancelling Service Request/ Outside Autho.
9. Responsible for effectively handling general service calls which includes Systems and Appliances/Recalls
10. Responsible for effectively handling payment services calls which includes Taking Payments.

Education and Experience Requirements

1. High school diploma or general education degree (GED) required
2. Customer service experience and/or training preferred
3. Ability to learn the pre- and post-appointment Skills
4. Ability to learn the general service skills and Chat/Social Media/Email requests
5. Demonstrate social media experience to include knowledge of online social media networks.
6. Ability to learn the payment services skills

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Regularly required to:
* Sit, stand and walk
* Use hands and arms to handle, feel or reach
* Speak and hear
* Use close vision abilities
* Occasionally required to:
* Lift or move up to 10lbs
* Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

* Noise level o Low to moderate
* Adverse Conditions o Minimal

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Individuals with Disability/Sexual Orientation/Gender Identity.


The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


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