Customer Care Associate

Come join our team as a Customer Care Associate!

The Customer Care Associate is critical to the organization through providing plumbing and HVAC scheduling support to homeowners and tenants.

RESPONSIBILITIES 

• Precisely support the warranty process for departments; thoroughly communicate with in-state and out-of-state providers for out-of-state customer needs
• Actively communicate and schedule work orders with each builder to provide warranty service for customers
• Responsively support customers by scheduling plumbers when identified by department supervisors
• Courteously communicate with homeowners through phone calls or emails regarding scheduling time and materials, and following up on questions about parts and process
• Systematically determine the urgency of each customer issue and prioritize technicians’ schedules accordingly
• Enthusiastically present and share information about services and agreements that might benefit each customer to generate sales
• Accurately manage work orders ensuring proper documentation, creating, closing and assisting with work order administration
• Conscientiously follow up with any unscheduled work order requests between home owners and builders
• Carefully respond to billing questions and take payments over the phone as needed
• Correctly enter time for plumbing and HVAC service technicians
• Dependably track customer survey email responses, re-work issues, and coding for hotspots
•  Diligently assist technicians by keeping each technician’s schedule up to date throughout the day, answering questions about customers, and contacting customers for technician if needed

QUALIFICATIONS:

• Clear, effective communications skills – both written and verbal
• Patient, sympathetic listening ability
• Basic mathematical ability including addition, subtraction, multiplication, and division
• Aptitude for prioritizing and coordinating a variety of tasks
• Preference for accuracy, attention to detail, and organization
• Ability to precisely and efficiently enter data
• Proficient in using basic office equipment
• Mastery of entire Microsoft Suite plus Internet and email
• A high school diploma or GED is required; associates degree preferred
• 1 – 2 years of experience in customer service