The Client Care Specialist reports to the Client Care Director, and is responsible for assisting in the administration, field productivity, and field profitability of the Service Department.
Benefits
- Training & Development
- Careers Advancement Opportunities
- 401K matching
- Competitive Compensation
- Health & Dental Insurance
Job Qualifications:
- Proven supervisory experience in a customer service environment preferably in HVACR contracting or building services industry.
- Ability to negotiate orders with suppliers to ensure prompt and timely receipt of materials at the best possible price.
- Excellent oral and written communication skills, including the ability to work with diverse customer groups, all personnel levels in the HVACR field, suppliers, and the hearing impaired.
- Basic knowledge of HVACR technology, including the ability to provide support, and even advice, to an on-site technician.
- Knowledge of HVACR-related terms, training, job-costing, marketing and sales.
- Ability and initiative to work a non-standard schedule, including a willingness to be on-call for purposes of taking emergency service calls, and TT calls from hearing impaired customers.
- Physical ability and initiative to meet with customers on the job-site to demonstrate Sensigreen Heating, Cooling & INsulation's commitment to superior customer service and concern for its clients.
- Skill and ability to sell service jobs and service contracts, face-to-face, in a letter, and on the phone.
- Ability to comprehend and implement applicable federal, state, and local government laws, rules, and regulations, as they apply to the HVACR industry.
- Ability to assist technicians scheduled for call duty in delivery of prompt, efficient service to after-hours customers.
- Current (state) driver’s license.
Responsibilities
To deliver exceptional customer service reflective of company values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality. To provide options for service appointments and meet performance metrics required by the company. Be exceptional at instilling confidence in the client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling.
Duties
• Respond to incoming customer calls with curtesy, offering appointment windows and requested lead times.
• Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
• Follows Customer Care "Call Script" for quality and efficient responses to customers.
• Maintain required daily call counts to meet daily, weekly and monthly quotas.
• Maintain complete, accurate and updated information in the customer database.
• Ensure "Club Memberships" are renewed and preventative maintenance appointments are scheduled for technicians.
• Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
• Preform administrative duties to assist with the overall efficiency of the operation.
• Provide assistance to other members of the Customer Care team to achieve department and company goals.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
Perform other duties as assigned
Salary :
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