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Customer Service Liaison

4 months ago

Saint Petersburg, United States Great Day Improvements: A Family of Brands Full time

Overview:
**Home Performance Alliance - Customer Service Liaison**

The Customer Service Liaison will serve as a vital link between the company and its customers, managing support concerns, scheduling warranty appointments, and ensuring seamless communication throughout the installation and service process. Reporting directly to the VP Finance and Administration, this role will play a pivotal part in maintaining customer satisfaction and upholding the company's service standards.

**Responsibilities**:

- Proactively make outbound calls to provide updates on installation and service status, keeping customers informed.
- Schedule warranty appointments for the Service Department, coordinating with relevant teams and customers.
- Accurately enter and maintain customer records and job-related information into the CRM Database.
- Conduct audits of orders for accuracy post-confirmation upload, maintaining data integrity.
- Support PSG/CIT for assigned division(s), acting as a liaison between customers and internal departments.
- Manage routine customer concerns and escalate issues as necessary, ensuring timely resolution.
- Support division(s) in Accounts Receivable collections and management, adhering to company policies.
- Engage customers and encourage positive reviews, through Podium and Google.
- Perform other duties as assigned by the VP Finance and Administration.

Qualifications:

- High school diploma or GED equivalent required; Bachelor's degree preferred.
- Minimum 5 years of customer support experience, preferably in the home improvement industry.
- Strong service-oriented mindset with the ability to multitask and work well in a team environment.
- Excellent communication skills, both verbal and written, with experience in multi-phone line systems.
- Proficient in Microsoft Excel and data entry, with a high level of technological competency.
- Strong organizational skills and attention to detail, with a proactive problem-solving approach.
- Experience in the construction industry is advantageous.
- Ability to pass a drug screen and background check.
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