Customer Care Coordinator

HB Home Services•Harleysville, PA

1d•Onsite

About The Position

The Customer Care Coordinator provides a 5-star experience for all customers calling the Home Service Teams. This role is critical, as they are the first impression in our customer experience. The Customer Care Coordinator exudes positive, professional communication with our internal and external customers. All members of this team will have a strong commitment to creating a 5-star experience with everyone they meet while practicing and promoting our mission statement and core values.

Requirements

High school diploma, completion of G.E.D or appropriate work experience
Strong active listening skills and an empathetic voice and manner
Dedication to providing world class customer service and satisfaction
Ability to multi-task, prioritize and manage time effectively
Enthusiasm to maintain a positive, productive, and goal-oriented team environment
Excellent oral and written communication skills
Must possess proficient computer and smart phone skills
Proficient with Microsoft Office Suite or related software.
Strong written and verbal communication skills.
Strong interpersonal skills to interact positively with all customers and employee-owners.

Responsibilities

Answer incoming calls for the Home Service Teams to include HVAC, and plumbing service requests, billing issues, agreement enrollment, fuel requests and general customer concerns.
Create 5-star experiences for all customers utilizing the Pattern for Excellence
Communicate with Gold Shield members to schedule their tune up and/or renew their memberships
Educate new/existing customers on products/services offered by the Home Services Team
Maintain a high level of professionalism with customers and employees; working to establish a positive rapport with every interaction
Communicate with Service Coordinators for scheduling and efficiencies
Work with management team to remain updated on product/service knowledge and be informed of any updates to company procedures and policies
Impact customer service experience by problem solving and turning frustrated customers into repeat customers- Creating the 5-star Experience.
Assist any walk-in customer with service-related questions
Miscellaneous data entry as needed
Collaborate with sales and operations teams to maintain KPI’s for growth and success
Attend monthly CC huddle (possible 7am start)
Monthly rotation as the afterhours on call representative (2-3 times per month)