Customer Care Coordinator

ROLE: Customer Care Coordinator

POSITION SUMMARY:

The Customer Care Coordinator provides a 5-star experience for all customers calling the Home Service Teams. This role is critical, as they are the first impression in our customer experience. The Customer Care Coordinator exudes positive, professional communication with our internal and external customers. All members of this team will have a strong commitment to creating a 5-star experience with everyone they meet while practicing and promoting our mission statement and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls for the Home Service Teams to include HVAC, and plumbing service requests, billing issues, agreement enrollment, fuel requests and general customer concerns.
• Create 5-star experiences for all customers utilizing the Pattern for Excellence
• Communicate with Gold Shield members to schedule their tune up and/or renew their memberships
• Educate new/existing customers on products/services offered by the Home Services Team
• Maintain a high level of professionalism with customers and employees; working to establish a positive rapport with every interaction
• Communicate with Service Coordinators for scheduling and efficiencies
• Work with management team to remain updated on product/service knowledge and be informed of any updates to company procedures and policies
• Impact customer service experience by problem solving and turning frustrated customers into repeat customers- Creating the 5-star Experience.
• Assist any walk-in customer with service-related questions
• Miscellaneous data entry as needed
• Collaborate with sales and operations teams to maintain KPI’s for growth and success Attend monthly CC huddle (possible 7am start)
• Monthly rotation as the afterhours on call representative (2-3 times per month)

MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:

• High school diploma, completion of G.E.D or appropriate work experience
• Strong active listening skills and an empathetic voice and manner
• Dedication to providing world class customer service and satisfaction
• Ability to multi-task, prioritize and manage time effectively
• Enthusiasm to maintain a positive, productive, and goal-oriented team environment
• Excellent oral and written communication skills
• Must possess proficient computer and smart phone skills
• Proficient with Microsoft Office Suite or related software.
• Strong written and verbal communication skills.
• Strong interpersonal skills to interact positively with all customers and employee-owners.

PHYSICAL DEMANDS: 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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.