Customer Relationship Manager

Encon Heating & AC•Stratford, CT

6d•Onsite

About The Position

The Customer Relationship Manager is a main point of contact for clients (both residential and commercial) and ENCON. The core priority of our Customer Relationship Manager is to provide peace of mind to our clients by providing a seamless experience at every touch point. The Client Relationship Manager will be the clients point person for all service, sales, and maintenance related needs.

Requirements

Minimum of 1 year work experience in the trade service industry (preferably HVAC)
Dedication to high-quality customer service
Friendly demeanor and positive can-do attitude
Ability to build, foster, and maintain positive professional relationships
Excellent interpersonal communication skills
Problem-solving and conflict resolution capabilities
Knowledge of relationship management best practices
Excellent computer, verbal, written, and presentation skills
Motivated self-starter with effective time management skills
Strong work ethic, goal oriented with a drive to succeed
Ability to multitask and prioritize based on urgency of request.
Must be able to be reactive to meet clients’ needs on a regular basis
Be open to feedback and collaboration
The ability to understand exactly what someone needs and act on it — professionally and efficiently
Proficient in Microsoft suite ( including but not limited to Word, Teams, Outlook, Excel and PowerPoint)
Must be willing to work from office in Stratford, CT
Employment/education will be verified.
Applicants must be currently authorized to work in the United States on a full-time basis
Most daily schedules are set but overtime may be required in order to meet your clients needs
Encon is a drug free workplace and requires post-offer pre-employment drug testing.

Responsibilities

Front lines for your client’s service support, answering calls or returning calls and voicemails same day if possible or the latest one business day.
Service calls within the hour of receipt.
Be the first impression specialist to new clients that are on boarded to show the ENCON experience.
Proactively communicate by providing timely updates to keep your clients informed.
Ensure follow-up is scheduled and estimates sent within the same day or following business day.
Schedule seasonal maintenance for the upcoming year to ensure that your clients do not fall behind on their annual service visits
Review your client’s maintenance renewals to determine if an adjustment is required for the next year, and if the maintenance is efficient and profitable.
Determine if your client requires a fast quote, inside salesperson or special projects team to assist in recommendations.
Review billing sheets to ensure accurate and fair billing
Monitor and escalate excessive service issues and visits, raising the flag to involve our technical advisors to assist in solving any ongoing issue.
Provide peace of mind by looking at your client’s history holistically and providing long terms solutions for your clients when problems arise.
Resolve any customer issues promptly and professionally.
Work with the primary technician and dispatcher to ensure efficient and effective scheduling, confirming appointments, advising if late and maintaining informed quality service.
Being the connection between the install sales team and your client by scheduling our outside sales team for replacement opportunities.
Addressing and collecting your clients outstanding A/R, addressing any disputed invoices, and being empowered to make the decision to provide adjustments when necessary.
Working as the contact between the internal service group and your client, to ensure you are their only point of contact. This will include (but not limited to…) Receiving follow up recommendations and sending to your client.
Working with the admins on any credits, re-bills, or billing issues that might arise.
Working with the dispatchers on appointments, technicians running late or anything that might cause a negative experience for your client.
Utilize best practices and think out of the box to be a problem solver.
Daily check ins with dispatchers and purchasers to ensure technicians and your clients are both set up for success.
Monitor and assess the activities of our competitors to proactively satisfy and retain your clients.
Identifying opportunity to personally recognize clients, and build a client relationship where you can go the extra mile to make the ENCON experience memorable outside of the just servicing their HVAC units.
Provide excellent client experience and maintain a positive reputation for ENCON