Client Care Specialist

Job description

Position - Client Care Specialist

Position Summary:

To assist in achievement of the company’s strategic objective and annual goals through the delivery of exceptional service and support reflective of Shipp Plumbing, Heating and Air The Canadian Comfort Team’s vision, mission, purpose and values.

Responsibilities:

- Create a positive customer experience.

- Respond to incoming inquiries from current customers and potential customers in a friendly manner with timeliness and accuracy.

- Initiate outbound calls for appointment reminders for club members.

- Communicate effectively with customers, vendors, technicians, sales staff, and department personnel via telephone, email, and written correspondence to answer inquiries or to provide information.

- Maintain complete, accurate and updated information in the customer database.

- Perform administrative duties to assist with the overall efficiency of the operation.

- Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.

- Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.

- Perform to CCS performance metrics.

- Perform other duties as assigned.

Position Requirements:

- Customer service experience is preferred, but not required.

- High School or equivalent.

- Strong ability to communicate clearly in a positive, nurturing manner.

- Basic computer skills required.

- Team player working in a team environment.

- Excellent customer service skills with the desire to exceed customer expectations.

- Must be highly organized with good attention to detail and follow through.

- Geographical knowledge of service area and/or map reading skills

Physical Requirements:

- Occasionally lift 5-10 pounds.

- Have good visual acuity and sufficient functioning to operate computer-aided call management hardware, software, and communications equipment.

- Regularly spend long hours sitting and using office equipment and computers (80% of the time) in an office environment.

- Spends majority of the working day on the telephone interacting with customers and technicians.

- Ability to work extended hours, nights, or weekends.

Position Specific Standards:

- Maintain confidentiality on all private, sensitive, and proprietary business issues and concerns.

- Willing to continue professional development through continued training.

- Willing to work hours outside of normal work schedule, if needed.

Job Types: Full-time, Permanent

Pay: $17.20-$21.00 per hour

Additional pay:

• Bonus pay
• Commission pay
• Overtime pay

Benefits:

• On-site parking
• Paid time off

Flexible language requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Overtime
• Weekends as needed

Education:

• Secondary School (preferred)

Work Location: In person