Customer Care Representative (HVAC / Plumbing Company)
HR Resolutions
- New Cumberland, PA
- Permanent
- Full-time
- Above and beyond
- Choose your attitude
- Open communication
- Intentionally build connection
- Own it
- Improve and grow/always pursue better
- I show gratitude…practice generosity…and apply grace!
- Make contact with new customer according to CSE Procedures and gather allcritical information set them up appropriately in the CSE operating system
- Identify and perform special requirements for the Customer – Invoicing, access issues, hours of operation, etc.
- Review monthly renewals and take note of any special requirements/changes shown in file
- Manage renewals that are not auto-renewed
- Consistent follow-up to ensure all renewals are processed
- Manage the quoting process from sending new/updated quotes to customers outlining all benefits of the repairs/replacements needed and following up when needed
- Forward to the appropriate CSE personnel for processing
- Send quotation declines to the appropriate CSE personnel for processing
- Assist with the scheduling needs of the Customer with the appropriate CSE personnel
- Enter Customer service call WOs according to CSE procedures
- Determine urgency and coordinate with Dispatching and Service Coordinator
- Discuss any open quotes or aging A/R invoices during call with Customer if appropriate
- Create CSE Vendor PO#s
- Create and manage Customer Purchase Orders (PO#s) (PMs, individual WO#, Quotes, yearly repairs…)
- Maintain direct contact with the Customers for all concerns brought to the company’s attention
- Review Customer concerns weekly with the Service Manager and have suggested corrective action to improve overall Customer satisfaction
- Inform the appropriate CSE personnel of any Customer changes and ensure the records are changed
- Schedule and make onsite visits to Customers during the year to maintain a positive relationship with CSE
- Make Customer satisfaction phone calls as needed
- Conduct a Customer satisfaction survey and recommend improvements as needed
- Performs any and all other office functions as assigned.
- Previous “service industry” experience highly preferred
- HVAC experience preferred but not required
- Strong ability to prioritize and multi-task – no day will be the same!
- Ability to work independently and within a team
- High proficiency with computers, including Microsoft Suite
- Willingness to go the extra mile for our customers (internal & external).
- High level of communication skills both oral and written. (phone calls and email!)
- Excellent attention to detail and a high level of accuracy
- Ability to make decisions when needed.