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Client Support Specialist

2 months ago

Valencia, California, United States CastleWorks Water Heaters Full time

Job Type

Full-time

Position Overview

CastleWorks Water Heaters is seeking a dedicated Customer Service Representative to enhance our customer experience. We are looking for a motivated individual who is passionate about delivering exceptional service.

Work Schedule:
Thursday to Monday

Work Environment:
This role is office-based, requiring collaboration with a team in a call center setting. Remote or hybrid work arrangements are not available for this position.

Key Responsibilities:

  • Respond promptly to incoming customer inquiries regarding services, billing, and other relevant matters.
  • Conduct warm outbound calls to arrange, confirm, and gather feedback on appointments.
  • Address customer concerns effectively to foster positive relationships.
  • Meet productivity benchmarks while ensuring high-quality interactions and adherence to established protocols.
  • Maintain a positive and professional demeanor in all workplace interactions.
  • Check and respond to voice mail messages from the after-hours service.
  • Collaborate with dispatchers to review the dispatch board.
  • Schedule appointments with customers from the non-emergency after-hours service.
  • Confirm all scheduled appointments throughout the day.
  • Accurately collect necessary customer information.
  • Provide service and maintenance contract recommendations as needed.
  • Assist other departments and perform additional duties as required.

Qualifications:

Experience Requirements:

  • 1-2 years of experience in a call center environment; HVAC knowledge is advantageous.
  • Ability to handle multiple tasks in a fast-paced setting.
  • Strong decision-making skills.
  • Proficient computer skills.
  • Familiarity with Service Titan is a plus.
  • Detail-oriented and organized.
  • Knowledge of service areas or map reading skills are beneficial.
  • Reliable and adaptable to changing priorities.
  • Goal-oriented and enjoys tackling challenges.
  • Ability to thrive in high-pressure situations.

CastleWorks Water Heaters is an equal opportunity employer, committed to a diverse and inclusive workplace. We prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary:
$29.00