Homeowner Support Lead

The Homeowner Support Representative is the mediator between the customer and the manufacturer. The “mission” of HOS is to meet the needs and concerns of the customers by being, empathetic, calming, and resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in product registration; co-coordinating onsite visits, product knowledge or inspections with HVAC Dealers, or contractors; providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs. 

Position Responsibilities may include: 

• Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers). 


• Respond promptly to correspondence via phone, mail, and email. 

• Assist with complaints via social media, executives, and BBB. 

• Assist coordinating with distributor technical representatives performing site visits.  

• Coordinate and distribute mail. 


• Perform data entry, review, process, file and maintain documents 


• Perform special projects as assigned. 


• Consult with internal technical support when necessary.   

• Identify and suggest process improvement opportunities. 


• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management. 


• Escalate matters of concern/urgency to immediate team lead or manager 


• Support cross functional teams as needed, such as the Warranty department 


• Assist in the training of new employees. 

• A Knowledge of Daikin Residential HVAC products is required. 

• Knowledge of HVAC Controls (Thermostats and Remotes) is required.  

• Ability to use SM+ and pass monthly audits of system changes.  


• Excellent customer service skills, must have ability to diffuse an upset caller 

• Communicate with Regional Technical Representatives in the field to determine causes of failure 

• Prepare and assist with homeowners’ concession letters.  

• Assist with interactions when a end-users request to be escalated. 


• Assist with complaints via social media provided by the Marketing Departments  


• Respond directly to the internal escalation of complaints. 

• Maintain BBB Accreditation by responding to complaints and reviews.  


• Assist with complaints that were directed to executives and Daikin International  


• Assist with concerns and complaints made directly from National Accounts (Homebuilders) 

• Develop and deploy approved templates for the team to use in CRM and email.   


• Update and train the team on new product launches.  


• Assist/Investigate in direct communications with Attorney General Office for Consumer Complaints.  


• Maintain group communication tools such as imported CRM’s Online Chat, Homeowner Support General Inbox 

• Training and leading of six temporary employees 


• Perform additional projects/duties to support ongoing business needs. 

Nature & Scope:

• Works within well-defined instructions 

• Uses established procedures and works under supervision to perform assigned tasks  

• Work is closely supervised 

Knowledge & Skills:

• Excellent customer service skills; interpersonal skills with ability to diffuse negative situations 


• Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers 

• Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations 

• High level of attention to detail and accuracy 


• Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems 


• Effective organizational and time management skills 

• Ability to interpret and follow work instructions and company policies and procedures 

• Ability to audit the teams’ daily interactions to include calls, CRM Cases and emails. 


• Ability to effectively train, mentor, and provide guidance 


• Ability to apply good judgment, strong work ethic, and integrity on the job. 

Competencies:

Experience:

• 2+ years experience in office environment & customer service 

Education/Certification:

• Associate’s degree 

People Management: No 

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations 

Reports to: 

• MANAGER, HOMEOWNER SUPPORT  

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.