Customer Success Agent

3 weeks ago

Scottsdale, United States Kennard Associates Full time

Job Title: Customer Success Agent - HVAC & Plumbing

Location: Scottsdale, AZ

Compensation: $24 - $28.75 / hourly 

Customer Success Agent Job Description:

As a Customer Success Agent specializing in HVAC and Plumbing, you will play a pivotal role in enhancing customer satisfaction, building long-term relationships, and ensuring the success of our clients. Your responsibilities will include:

1. Customer Relationship Management:

  • Act as the primary point of contact for our HVAC and Plumbing customers.
  • Build and nurture strong, lasting relationships with clients, understanding their unique needs and challenges.
  • Proactively engage with customers to ensure their expectations are met and exceeded.

2. Technical Expertise:

  • Utilize your deep knowledge of HVAC and plumbing systems to provide expert guidance, ticket prioritization, and escalation.
  • Collaborate with our technical teams to address complex issues and ensure timely resolution.

3. Customer Feedback and Improvement:

  • Gather customer feedback and insights to identify areas for improvement in our products and services.
  • Collaborate with internal teams to drive continuous improvement initiatives based on customer input.

5. Issue Resolution:

  • Effectively manage and resolve customer inquiries, scheduling needs, complaints, concerns, or issues in a timely and satisfactory manner.
  • Ensure that all customer inquiries and support requests are logged, tracked, and resolved.

6. Documentation and Reporting:

  • Maintain detailed records of customer interactions, feedback, and support requests.
  • Generate reports and provide insights to the management team on customer satisfaction and areas requiring attention.

Requirements:

  • Minimum of 3 years of experience in the HVAC and Plumbing industry.
  • Experience prioritizing field technician service routes  
  • Strong technical knowledge of HVAC and plumbing systems and components.
  • Exceptional communication and interpersonal skills.
  • Proven track record of building and maintaining customer relationships.
  • Excellent problem-solving abilities and a customer-centric mindset.
  • Proficiency in Oracle NetSuite and other relevant tools.
  • Ability to work independently and as part of a collaborative team.
  • Strong organizational skills and attention to detail.

Benefits:

  • Competitive salary and performance-based bonuses.
  • Health, dental, and vision insurance.
  • Retirement savings plan (401(k)) with employer match.
  • Ongoing training and professional development opportunities.
  • A supportive and collaborative work environment.
  • Opportunities for career advancement within the company.

If you are a highly motivated and experienced Customer Success Agent with a passion for the HVAC and plumbing industry, we encourage you to apply. Join our team and be a part of delivering top-notch customer experiences in the HVAC and plumbing sectors.

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