Homeowner Support Representative, Level 1

2 months ago

Waller, United States DAIKIN COMFORT TECHNOLOGIES MFG LP Full time
Job DescriptionJob Description

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.

• Perform other duties as assigned

Nature and Scope • Takes direction from lead

Knowledge and 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 apply good judgement, strong work ethics and integrity on the job

Experience

• 2-3 years experience in office environment & customer service

Education

•High School Diploma/GED

People Management No

Physical Requirements / Working Environment

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

Reports to:

Manager – Homeowner Support

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