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Client Support Specialist

2 months ago

Valencia, California, United States CastleWorks Careers Full time
Position Overview

CastleWorks Careers is in search of a Client Support Specialist who is passionate about delivering outstanding customer assistance. This role requires a dynamic individual committed to ensuring customer satisfaction.

Employment Type: Full-time

Work Schedule: Thursday to Monday

This position is office-based, necessitating collaboration with a team in a call center environment. It is important to note that this role is not eligible for remote or hybrid work arrangements.

Key Responsibilities:

  • Respond to incoming customer inquiries regarding services, billing, and other departments in a timely manner.
  • Conduct warm outbound calls to arrange, confirm, and gather feedback on scheduled or completed appointments.
  • Address customer issues to foster a positive relationship.
  • Meet productivity benchmarks and objectives set by the organization while ensuring high-quality interactions and adherence to established call protocols.
  • Maintain a positive, professional demeanor in the workplace.
  • Check voicemail messages from the after-hours service.
  • Review the dispatch board with dispatch personnel.
  • Contact customers from the non-emergency after-hours service to schedule appointments.
  • Confirm all appointments with customers throughout the day.
  • Accurately collect all necessary customer information.
  • Provide suggestions for service and maintenance agreements as needed.
  • Support other departments as required and undertake additional duties as assigned.

Qualifications:

  • 1-2 years of experience in a call center; familiarity with HVAC is advantageous.
  • Ability to juggle multiple tasks in a fast-paced setting.
  • Strong decision-making skills to make informed business choices.
  • Proficient computer skills.
  • Experience with Service Titan is a plus.
  • Highly organized and detail-oriented.
  • Knowledge of service areas or map reading skills are beneficial.
  • Reliable and dependable.
  • Flexible and enjoys work that requires frequent changes in direction.
  • Goal-oriented and embraces challenges.
  • Ability to thrive in a high-pressure environment.

CastleWorks Careers is an equal opportunity employer and prohibits discrimination or 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.