Homeowner Support Lead

AirReps•WALLER, TX

6d•$28 - $30•Onsite

About The Position

The Homeowner Support Representative is the mediator between the customer and the manufacturer. The “mission” of HOS is to meet the needs and concerns of the customers by being, empathetic, calming, and resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in product registration; co-coordinating onsite visits, product knowledge or inspections with HVAC Dealers, or contractors; providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs.

Requirements

A Knowledge of Daikin Residential HVAC products is required.
Knowledge of HVAC Controls (Thermostats and Remotes) is required.
Ability to use SM+ and pass monthly audits of system changes.
Excellent customer service skills, must have ability to diffuse an upset caller
Communicate with Regional Technical Representatives in the field to determine causes of failure
Prepare and assist with homeowners’ concession letters.
Assist with interactions when a end-users request to be escalated.
Assist with complaints via social media provided by the Marketing Departments
Respond directly to the internal escalation of complaints.
Maintain BBB Accreditation by responding to complaints and reviews.
Assist with complaints that were directed to executives and Daikin International
Assist with concerns and complaints made directly from National Accounts (Homebuilders)
Develop and deploy approved templates for the team to use in CRM and email.
Update and train the team on new product launches.
Assist/Investigate in direct communications with Attorney General Office for Consumer Complaints.
Maintain group communication tools such as imported CRM’s Online Chat, Homeowner Support General Inbox
Training and leading of six temporary employees
Perform additional projects/duties to support ongoing business needs.
Excellent customer service skills; interpersonal skills with ability to diffuse negative situations
Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers
Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations
High level of attention to detail and accuracy
Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems
Effective organizational and time management skills
Ability to interpret and follow work instructions and company policies and procedures
Ability to audit the teams’ daily interactions to include calls, CRM Cases and emails.
Ability to effectively train, mentor, and provide guidance
Ability to apply good judgment, strong work ethic, and integrity on the job.

Nice To Haves

People Management: No

Responsibilities

Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers).
Respond promptly to correspondence via phone, mail, and email.
Assist with complaints via social media, executives, and BBB.
Assist coordinating with distributor technical representatives performing site visits.
Coordinate and distribute mail.
Perform data entry, review, process, file and maintain documents
Perform special projects as assigned.
Consult with internal technical support when necessary.
Identify and suggest process improvement opportunities.
Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
Escalate matters of concern/urgency to immediate team lead or manager
Support cross functional teams as needed, such as the Warranty department
Assist in the training of new employees.
A Knowledge of Daikin Residential HVAC products is required.
Knowledge of HVAC Controls (Thermostats and Remotes) is required.
Ability to use SM+ and pass monthly audits of system changes.
Excellent customer service skills, must have ability to diffuse an upset caller
Communicate with Regional Technical Representatives in the field to determine causes of failure
Prepare and assist with homeowners’ concession letters.
Assist with interactions when a end-users request to be escalated.
Assist with complaints via social media provided by the Marketing Departments
Respond directly to the internal escalation of complaints.
Maintain BBB Accreditation by responding to complaints and reviews.
Assist with complaints that were directed to executives and Daikin International
Assist with concerns and complaints made directly from National Accounts (Homebuilders)
Develop and deploy approved templates for the team to use in CRM and email.
Update and train the team on new product launches.
Assist/Investigate in direct communications with Attorney General Office for Consumer Complaints.
Maintain group communication tools such as imported CRM’s Online Chat, Homeowner Support General Inbox
Training and leading of six temporary employees
Perform additional projects/duties to support ongoing business needs.