Customer Relations- Brand Reputation Specialist

About the position

Horizon Services, Inc. is the largest and most-respected Residential Plumbing, Heating, Air Conditioning, and Drain Cleaning company in Delaware, Pennsylvania, Maryland, and New Jersey offering homeowners a wide selection of products, services and solutions. For over 30 years, we have built a reputation for service, quality and reliability that cannot be matched by any other plumbing, heating and air conditioning company in the region. We are searching for a dynamic Brand Reputation Specialist for our Newark, DE location. Interact with customers via Client Relationship Management tools, phone and/or email. Responding to, logging and interacting on various platforms to provide information in response to complaints or inquiries about complaints, services or products, ultimately aiding in resolving customer grievances.

Responsibilities

• Confer with customers online via client relationship management tools available to provide information, obtain details of complaints, about products or services, cancel accounts, or aid in any further requests where applicable.
• Check to ensure that appropriate changes were made to resolve customers' grievances.
• Keep thorough records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Work as a liaison between the customer and the Customer Relations Team to ensure complaints left on social media or other web sources are addressed or responded to in a timely manner.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer and record unresolved customer grievances to the appropriate Customer Relations team member, or Department Manager for further resolution.
• Communicate efficiently and effectively to clients via chat tools.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products where appropriate.
• Obtain and examine all relevant information to assess the validity of complaints and to aid in determining possible causes where applicable.

Requirements

• Minimum 3 years in a customer service capacity.
• 1+ year of outbound calling experience.
• 2+ years of experience in management or supervisory role.
• Strong sales skills towards overcoming objections.
• An independent self-starter who takes initiative and responsibility.
• Highly organized and detail oriented.
• Excellent verbal and written communication skills.

Nice-to-haves

• Associate's Degree (two-year college or technical school): Preferred
• Bachelor's Degree (four-year college or technical school): Preferred