Client Care Representative

3 weeks ago

Lee's Summit, United States One Hour Heating and Air Conditioning of Lee's Summit Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k) matching
  • Company parties
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources
  • 401(k)
  • Free food & snacks

Join Our Team of HVAC Service Pros Today

One Hour Heating & Air Conditioning of Lee's Summit is seeking a dedicated Client Care Representative (CCR) to join our team. This position requires working a shift from 8:00 AM to 5:00 PM, with responsibilities divided between phone support and team collaboration. This is an in-person job located in Lee's Summit, Missouri.

About Us:
Since 1983, One Hour Heating & Air Conditioning has been serving the Greater Kansas City area with excellence, honesty, and integrity. Our commitment to superior service is reflected in our glowing reviews. We prioritize work-life balance, support your financial and career goals, and foster a welcoming culture that feels like home.

Job Summary:
The Client Care Representative (CCR) is a crucial member of our team, responsible for delivering exceptional customer service and ensuring smooth operations. This role involves handling incoming calls, assisting clients with scheduling appointments, responding to inquiries, and providing support via phone, email, and text. The CCR also plays a key role in dispatching technicians, making outbound calls for scheduling and follow-ups, and assisting with billing inquiries. Additionally, the CCR supports the dispatchers to ensure appointments are run timely and efficiently, creating a seamless experience for our clients.

Job Duties:
  • Customer Communication: Handle incoming calls, emails, and texts to address inquiries, schedule appointments, and resolve issues while providing courteous and professional service.
  • Scheduling: Coordinate and schedule appointments, assist dispatchers in ensuring timely and efficient service delivery, and optimize routes and availability.
  • Outbound Follow-Ups: Make outbound calls to follow up on service calls, confirm appointments, ensure customer satisfaction, and promote maintenance plans and membership programs.
  • Administrative Support: Maintain accurate customer records in the CRM system, document interactions, assist with billing inquiries, process payments, and perform general administrative tasks.
  • Team Collaboration: Work closely with technicians, dispatchers, and team members to ensure smooth operations, participate in team meetings and training sessions, and provide feedback for process improvements.
Minimum Requirements:
  • High school diploma or equivalent required
  • Excellent verbal and telephone communication skills are essential
  • Can type at least 60 words per minute with high accuracy
  • Familiarity with computers and basic office software such as Google Workspace or Microsoft Office
  • Prior customer service experience preferred
  • Strong attention to detail, resourcefulness, initiative, and problem-solving abilities
Ideal Candidate:
  • Experience in the home services industry
  • Proficiency in customer relationship management software (ServiceTitan, Successware, etc.)
Benefits:
  • 13 paid vacation days per year
  • 7 paid holidays per year
  • Medical with company contribution and direct primary care option
  • Supplemental benefits including Dental, Accidental, Life, and more
  • Gym membership
  • 401(k) with company match
  • Continual training
  • Company events
  • Company bonus plan
If you want to be part of a team that values your contributions and provides a supportive environment, apply today at One Hour Heating & Air Conditioning of Lee's Summit

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