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Customer Experience Liaison

3 months ago

Melbourne, United States Del-Air Heating Air Conditioning Plumbing and Electrical Full time

Del-Air is a leading provider of heating, air conditioning, plumbing and electrical services dedicated to delivering exceptional service and innovative products to our customers. With a commitment to excellence and safety, we strive to create a positive impact in the communities we serve.

We are seeking a dynamic and experienced Customer Experience Liaison to join our team. In this role, the Customer Experience Liaison will support the operational business needs by communicating with and addressing all customer needs and inquiries as well as partnering with field employees and management and completing all applicable administrative duties. Collaborate with various Internal Team Members to provide efficient and effective resolution of Customer Concerns.

What We Offer:

  • Competitive compensation package with Daily Pay options.
  • Opportunities for professional growth and advancement within a dynamic team environment.
  • Comprehensive benefits package, including:
    • Company Paid Life Insurance
    • Company Paid Telehealth Program – MDLIVE
    • 401k Retirement Plan w/ Employer Match
    • Medical, Dental, and Vision Plans
    • Supplemental Benefit Plans (Disability, Accident, Critical Illness, etc.)
    • And more…
  • Corporate Wellness & Safety Programs
  • Referral Bonus Program
  • A supportive and collaborative work culture where your contributions are valued and recognized.
What You'll Do:
  • Answer phones, schedule customers for service visits and assist customers with any/all inquiries. Provide focused, informed communication with confirmation of accuracy while setting and delivering expectations.
  • Provide customer service relating to contract sales, sales promotions, and Del- offers.
  • Take incoming and outbound calls, process credit cards, offer service plans, schedule appointments, process refunds.
  • Setup maintenance contract or extended warranties in the Del-Air computer database.
  • Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
  • Make outbound customer phone calls to follow up on service, coordinate scheduling, offer service plans etc.
  • Ensure that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
  • Follow location initiatives and proactively inform and educate customers.
  • Make recommendations and in some cases develop improvement plans in response to customer surveys.
What You'll Bring:
  • 2-4 years of experience working in an office setting.
  • Must be able to communicate in English effectively, both verbally and in writing.
  • Ability to work overtime with little notice; weekends hours will be required.
  • Meet required performance standards and metrics.
  • High school diploma or equivalent required. Any combination of education, training and experience that demonstrates the ability to perform the duties of the position may be considered.
  • Computer literate with expert knowledge in MS Office Suite – Word, Excel, PowerPoint; working knowledge of all office equipment.
  • Eligible to legally work in the United States.
  • Ability to speak Spanish, preferred.
  • Successfully complete a background check and drug screen


We are accepting applications by replying to this job posting. Please submit a resume or detailed description of the job history to be considered for the position.

We are an Equal Opportunity Employer and a Drug-Free Workplace

Military Friendly Employer

For more information, please visit our Company Page