Client Relations Associate

2 weeks ago

Fort Worth, Texas, United States Service Experts Full time
Position Overview:

The Client Relations Associate is responsible for managing customer service inquiries, scheduling appointments, addressing customer concerns, and handling billing questions with the utmost professionalism and courtesy. This role is vital in ensuring customer satisfaction and efficient operations within the service center.

Why Join Service Experts?

At Service Experts, we pride ourselves on having a team of dedicated professionals who prioritize the needs of our customers and colleagues. We offer extensive training, support, and opportunities for career advancement, making it a great place to grow your skills and expertise.

Benefits and Perks:
  • Generous Paid Time Off: Enjoy 20 paid days off in your first year, increasing to 25 days after your second year.
  • Job Security: No layoffs during off-peak seasons, ensuring year-round employment stability.
  • Career Advancement: Numerous opportunities for growth across the country.
  • Comprehensive Insurance: Company-sponsored medical, dental, and vision plans.
  • Wellness Programs: Access to free employee medical wellness options.
  • Tools and Technology: Company-provided smartphone, tablet, uniform, and tool replacement program.
  • Training Academy: Enhance your skills through our internal training programs.
  • Retirement Savings: Participate in a competitive 401(k) plan with company matching.
  • Life Insurance: Company-paid life insurance with options for family coverage.
  • Disability Insurance: Short-term and long-term disability options available.
  • Additional Benefits: Access to legal advice, pet insurance, and health advocacy programs.

Key Responsibilities:
  • Respond to incoming customer calls and provide assistance or direct calls to the appropriate personnel.
  • Maintain positive customer relations and ensure all interactions meet company standards.
  • Address and resolve a variety of customer inquiries, including billing questions, technician arrival times, scheduling, and general product/service information.
  • Clarify issues, research solutions, and implement resolutions while escalating unresolved matters as necessary.
  • Update customer records and maintain accurate account information.
  • Document call outcomes in monitoring software accurately.
  • Comply with payment processing regulations.
  • Update scheduling systems for calls that are booked, rescheduled, or canceled.
  • Collaborate with Sales and Service Coordinators to enhance scheduling accuracy and response times.
  • Communicate service call statuses to customers effectively.
  • Assist with dispatching as required.
  • Continuously improve knowledge of company products, services, and promotions.
  • Ensure reliable attendance and punctual job performance.
  • Perform additional duties as assigned.

Qualifications:
  • High school diploma or equivalent, with at least one year of experience in customer service or a related field.
  • Proficient in using computers and related administrative systems.
  • Able to multitask and thrive in a fast-paced, dynamic environment.
  • Strong customer service, communication, and interpersonal skills.
  • Ability to effectively resolve customer issues and communicate with a diverse clientele.
  • Capable of working both independently and as part of a team.
  • Decision-making skills based on established guidelines.
  • Willingness to take initiative in ensuring customer satisfaction.
  • Strong organizational and time-management abilities.
  • Knowledge of the HVAC/Refrigeration industry is a plus.

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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