Customer Care Coordinator

HB Home Services•Harleysville, PA

17d•Hybrid

About The Position

This position will report to HB Home Services, LLC, a subsidiary of HB Global. The HB Home Services division is committed to creating a 5-star experience for our clients and employee-owners. We empower our employee-owners to make this a great place to work and create value. Our goal is for you to find a fulfilling, authentic working environment that exceeds your personal expectations while also honoring our mission, vision, and core values. A workspace where happiness is observed! The Customer Care Coordinator provides a 5-star experience for all customers calling the Home Service Team. 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. This position operates in a remote capacity with occasional onsite visits as needed. Homeowners in Montgomery and Bucks Counties have relied on IT Landes Home Services Team since 1929 for professional, dependable and affordable home comfort. IT Landes Home Services is growing and always looking for exceptional team members. When you begin your career with us, you are becoming an employee-owner in a company that values employee culture. We are focused on your growth both professionally and personally while still being a great place to work. IT Landes Home Services is a division of HB Global.

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.

Nice To Haves

Experience in the HVAC, Plumbing home services industry a plus.

Responsibilities

Answer incoming calls for the Home Service Team to include HVAC, and plumbing service requests, billing issues, agreement enrollment, 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 consistently high level of professionalism in all customer and employee interactions, fostering positive relationships with every interaction.
Collaborate with Service Coordinators to optimize scheduling and operational efficiency.
Stay updated on product and service knowledge, as well as any updates to company procedures and policies, through regular communication with the management team.
Proactively problem solve and turn frustrated customers into loyal, repeat customers, playing a vital role in creating the 5-star experience we are known for.
Assist any walk-in customer with service-related questions
Complete necessary data entry tasks as required.
Collaborate closely with our sales and operations teams to maintain key performance indicators (KPIs) for sustainable growth and success.
Attend monthly Customer Care huddles, contributing to team cohesion and continuous improvement.
Other duties as assigned.