Customer Care Supervisor

T3 Services Group

6d•$20 - $22

About The Position

The Customer Care Advocate is responsible for delivering a great customer experience while representing the T3 brand and culture. The role serves as a liaison between customers and the company, resolving concerns, answering questions, and ensuring interactions are handled professionally and urgently. It works closely with customers, managers, technicians, and vendors to identify trends, resolve issues, and improve the overall customer experience.

Requirements

Minimum of 3 years of customer service experience.
Strong communication, problem-solving, and organizational skills.
Comfort working in a fast-paced environment and handling multiple priorities.
Strong computer skills, especially with Microsoft Word and Excel.
Ability to type at least 40 WPM accurately.
Must be able to pass a background check.

Nice To Haves

High school diploma or GED preferred.
Experience in plumbing, HVAC, electrical, or home services.
Experience with MS Office, ServiceTitan, and Microsoft Teams.
Experience creating reports or analyzing trends.

Responsibilities

Handle customer inquiries, account updates, and transactions accurately and in a timely manner.
Respond primarily by phone, with some email communication, to customers, vendors, managers, technicians, and third parties.
Resolve customer concerns on the first call whenever possible.
Deliver 5-star service while handling customer issues professionally.
Monitor and track 5-Star Reviews for weekly technician bonus programs.
Maintain customer review reporting and respond to review comments.
Create reports, identify trends, and provide updates to leadership.
Monitor and update customer concerns in ServiceTitan Task Manager.
Escalate unresolved customer or billing concerns when needed.
Participate in company meetings and training opportunities.
Recommend process improvements to help prevent future customer issues.