Client Care Specialist (Part-Time & Full-Time available)

Ward Plumbing, Heating, and Air•Sylva, NC

17d•$17 - $20

About The Position

Come Grow with Us! Ward Plumbing, Heating, & Air strives to be "The most respected, reputable, and recognized HVAC and plumbing contractor in Western Carolina.". We are looking forward to adding professional, career-oriented, growth-minded individuals to our team of Client Care Specialists. Founded in 1977, Ward PH&A has established itself within the surrounding community as "The New Standard for 5-star Service" and we want you to help us continue to grow. The Client Care Specialist delivers exceptional customer service reflective of Ward PH&A values by ensuring that the first interaction, and all interactions, with the customer exceeds their expectations in terms of service quality. Provides options for service appointments and meets performance metrics required by the company. Must be exceptional at instilling confidence in client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling, rates, etc.

Responsibilities

Respond to incoming customer requests with courtesy, offering appointment windows and requested lead times.
Engage in outbound contact with clients to secure the appropriate number of scheduled calls and club memberships required for a successful service operation.
Ability to use multiple communication mediums including providing client care via phone calls, text message and email messaging systems.
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.
Perform administrative duties to assist with the overall efficiency of the operation.
Aid 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.
Always maintain a courteous demeanor with customers and associates.
Always maintain a professional image by wearing company approved apparel.
Abide by all standards of performance and ethics.
Follow all safety policies and procedures.
Perform other duties as assigned.