Customer Satisfaction Leader

ARS•Itasca, IL

9d•$27 - $33•Onsite

About The Position

ARS/Rescue Rooter is seeking a Customer Satisfaction Leader to join our team. Pay Range: $27-$33 per hour Schedule: Full-Time opportunity Join ARS, one of the nation's largest providers of residential HVAC, plumbing, and electrical services with 6,500+ team members and over 50 years of experience. What We Offer: Weekly pay via direct deposit Paid training and onboarding Insurance available after 31 days Low-cost medical insurance (as low as $5/week) Dental & vision insurance, HSA/FSA 401(k) with company match 13 days PTO + 8 paid holidays Company-paid life insurance Clean office environment with strong team culture Career growth within a national service network Responsibilities The Customer Satisfaction Leader is responsible for communication and resolution of escalated customer issues. This individual will work with the partnership of each department to resolve complaints. The key objective is customer satisfaction and retention, ensuring that customer complaints are handled, managed, and addressed, and resolved in a timely and successful manner.

Requirements

3+ years of customer service, customer satisfaction, and customer retention experience.
Must be computer literate with knowledge of Microsoft Office products.
Must be able to use general office machines.
Strong communication and interpersonal skills.
Pre-employment drug screen and nationwide background check required.

Nice To Haves

Preference given to those with prior experience in Call Centers.

Responsibilities

Receives incoming telephone calls and outbound calls to customers.
Enters customer data into the Customer Satisfaction tool.
Responds to customer issues related to price discrepancies, damages, quality of service or any other service issues.
Listens and responds to customers while documenting telephone conversations.
Investigates customer complaints by talking with all parties involved and reviewing invoices as necessary.
Resolves customer discrepancies by negotiating fair resolutions.
Pull service records, invoices and other documentation needed.
Performs record management by creating folders, filing and updating information as needed.
May send mailers, surveys, thank you notes, gift certificates and other customer service correspondence.
Makes recommendations for service, new equipment, maintenance agreements and warranties as appropriate.
Constantly monitor the Customer Satisfaction (CST) Tool.
Daily communication with line managers and supervisors to keep them informed as to the status of open complaints.
Managing resolving customer complaints in a timely manner.
Other duties as assigned.