Customer Experience Liaison

Del-Air Heating Air Conditioning & Refrigeration • Bradenton, FL

306d

About The Position

Del-Air is a leading provider of heating, air conditioning, plumbing and electrical services dedicated to delivering exceptional service and innovative products to our customers. With a commitment to excellence and safety, we strive to create a positive impact in the communities we serve. We are seeking a dynamic and experienced Customer Experience Liaison to join our team. In this role, the Customer Experience Liaison will support the operational business needs by communicating with and addressing all customer needs and inquiries as well as partnering with field employees and management and completing all applicable administrative duties. Collaborate with various Internal Team Members to provide efficient and effective resolution of Customer Concerns.

Requirements

• 2-4 years of experience working in an office setting.
• Must be able to communicate in English effectively, both verbally and in writing.
• Ability to work overtime with little notice; weekends hours will be required.
• Meet required performance standards and metrics.
• High school diploma or equivalent required.
• Computer literate with expert knowledge in MS Office Suite - Word, Excel, PowerPoint; working knowledge of all office equipment.
• Eligible to legally work in the United States.

Nice To Haves

• Ability to speak Spanish, preferred.

Responsibilities

• Answer phones, schedule customers for service visits and assist customers with any/all inquiries.
• Provide focused, informed communication with confirmation of accuracy while setting and delivering expectations.
• Provide customer service relating to contract sales, sales promotions, and Del-Air offers.
• Take incoming and outbound calls, process credit cards, offer service plans, schedule appointments, process refunds.
• Setup maintenance contract or extended warranties in the Del-Air computer database.
• Manage all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days.
• Make outbound customer phone calls to follow up on service, coordinate scheduling, offer service plans etc.
• Ensure that good customer relations are maintained, and that customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
• Follow location initiatives and proactively inform and educate customers.
• Make recommendations and in some cases develop improvement plans in response to customer surveys.

Benefits

• Competitive compensation package with Daily Pay options.
• Opportunities for professional growth and advancement within a dynamic team environment.
• Comprehensive benefits package, including Company Paid Life Insurance.
• Company Paid Telehealth Program - MDLIVE.
• 401k Retirement Plan w/ Employer Match.
• Medical, Dental, and Vision Plans.
• Supplemental Benefit Plans (Disability, Accident, Critical Illness, etc.).
• Corporate Wellness & Safety Programs.
• Referral Bonus Program.
• A supportive and collaborative work culture where your contributions are valued and recognized.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED