Client Relations Specialist

2 weeks ago


Houston, United States John Moore LLC Full time $18 - $20
Job DescriptionJob Description

John Moore is seeking an experienced Client Relation Specialist for immediate hire.  The Client Relation Specialist is responsible for supporting all divisions by investigating and responding to customer complaints that are received via email, phone calls, Slack or in-person complaints. This position is designed to resolve complaints quickly before they escalate to a written Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience.

Responsibilities:

  • Respond to and resolve all complaints, allowing the divisions to focus on other aspects of their department.
  • Verbal complaints may be related to issues with installs, install status updates, prior service, fee disputes, payment disputes, denials, etc.
  • Must acknowledge all complaints, provide follow-ups or status updates, provide confirmation of final resolution for the customer over the phone.
  • Make outbound calls to customers within 24 hours of receiving complaint,
  • Acknowledge complaint and provide a point of contact for the customer until resolution is completed.
  • Research the customers job to determine the problem and next steps toward resolution.
  • Follow-up with other department leaders on tasks that their department needs to complete before resolution can be reached.
  • Call customer once a resolution has been reached.
  • Updating and maintaining the database with details of the complaints and resolutions, for tracking and reporting purposes.

Requirements:

  • Minimum of 2 years of Client relations experience
  • Superior Customer Service and verbal/phone communication skills is a must.
  • Intermediate knowledge of MS Word, MS Excel, and Outlook
  • Excellent work ethic, high productivity and acute attention to detail
  • High School diploma or GED
  • Ability to articulate professional responses, strong listening skills, de-escalation of problem calls, all while maintaining professional phone etiquette
  • Must be empathetic and persuasive with a high degree of emotional intelligence
  • Must be able to work 2nd shift and weekends

Preferred:

  • Service Titan experience
  • Residential Home Service experience (HVAC, Plumbing, Electrical, Renovations, or Pest Control)
  • Bi-lingual (Spanish/English)

John Moore Offers:

  • Health Insurance
  • Dental & Vision Insurance
  • 5 paid Holidays and Vacation pay
  • $20,000 Life Insurance at no cost to you
  • Free long-term disability insurance
  • 401K with company match
  • Employee discounts
  • 2 weeks paid vacation upon hire
  • Employee engagement activities

 

Company DescriptionAt John Moore Services it's more than just a paycheck, it's a lifelong career. At John Moore Services we stretch far beyond your average home services company. We challenge ourselves each and every day to achieve "the difference factor".
That is the difference we make in the lives of the people we service and the people who make it all possible: our team members. We don't just hire Plumbers, HVAC technicians, Remodelers or Electricians: we hire people who want to help people solve problems, share ideas and be the best at what they do. After all, that's why our customers like us and that's why we've been growing since 1965.Company DescriptionAt John Moore Services it's more than just a paycheck, it's a lifelong career. At John Moore Services we stretch far beyond your average home services company. We challenge ourselves each and every day to achieve "the difference factor".\r
That is the difference we make in the lives of the people we service and the people who make it all possible: our team members. We don't just hire Plumbers, HVAC technicians, Remodelers or Electricians: we hire people who want to help people solve problems, share ideas and be the best at what they do. After all, that's why our customers like us and that's why we've been growing since 1965.

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