Customer Care Associate

Carrier•Portsmouth, VA

1d•Hybrid

About The Position

The Customer Care Advocate will strive for 100% customer retention. This role involves meeting with customers to ensure alignment between their needs and service agreement deliverables, establishing and maintaining long-term trust relationships with assigned accounts, and ensuring a high degree of customer satisfaction. The advocate will serve as the primary point of contact for all customer issues, identifying and coordinating efforts between sales and operations to resolve problems. They will evaluate and identify specific positive and negative processes to improve satisfaction and reduce customer issues, while also promoting additional services and products and providing sales leads. This position is ideal for individuals who excel at building relationships, possess outstanding customer service skills, and enjoy working with cross-functional teams, as it requires adeptness at assessing and understanding both immediate and future customer needs.

Requirements

High School Diploma or GED
2+ years of experience within HVAC or plumbing, or electrical work, or building maintenance

Nice To Haves

Bachelor's degree in related field preferred
Knowledge of the industry, market and key market participants
Ability to work in a highly team-oriented and dynamic environment
Demonstrated strong written, verbal and presentation skills to effectively develop expectations and relationships with internal and external customers
Self-motivated and able to manage many simultaneous actions and requests
Extremely comfortable operating in a technical environment utilizing Microsoft based computer software
Goal-orientated with strong time management and organizational skills

Responsibilities

Maintain and develop relationships with assigned contract customers via face-to-face and virtual meetings
Support Service Agreement escalations and partner with operations teams to build out Service Agreement customer strategies
Attend to customer needs and requests, serving as liaison between Sales and Operations teams
Ensure Service Agreement are renewed on time with current customer purchase order
Track action items to completion, ensuring customer satisfaction
Work with the Sales and Operations leadership to renew the service agreements of assigned customers at profitable margins
Seek out potential sales opportunities including customer's budgeted upgrades or expansions, forwarding these opportunities to Sales Leader for assignment
Seek out end user information for digital service agreements