Client Care Specialist

Summary: This position is responsible for supporting client care functions within the department. Manage an assigned portion of client questions, concerns, property damage assessments, and negative reviews. Ensure client needs are managed with initial contact made within four business hours of complaint. Additionally, responsible for working with Digital Support Specialist(s) in managing digital leads, customer inquiries, neutral and positive reviews, and outbound texting for the department and monitoring job capacity for all departments. This position will assume all responsibilities of a Digital Support Specialist when assigned.

Compensation: $21-22 per hour

About the Company:

At Anthony Plumbing, Heating, Cooling & Electric, we have hired people who share our passion for helping customers feel at home since 1951. If you have a passion for service and safety and desire a long-term career with growth and development opportunities, consider making Anthony your new home. We are perhaps the fastest-growing Plumbing, Heating, Cooling, and Electric company in the Kansas City Metro, and pride ourselves in employing the “Technicians You Can TRUST With Your Housekeys! ”

Essential Duties and Responsibilities:

Customer Care Role:

• Main point of contact for a portion of customer concerns. Track each concern within ServiceTitan task management from initial contact through technician/manager follow-up, document accounts with photos and communication from customers and technicians, and develop and execute final disposition with 100% client satisfaction.

• Schedule Manager Site visits for potential system replacement or property damage; communicate with clients throughout the process to clearly explain and understand expectations.

• Coordinate directly with approved in-house Support Services staff, subcontractors, and/or our insurance provider to ensure timely resolution of property damage to completion of repairs and follow-up to confirm 100% client satisfaction.

• Process refunds for customer relations or when refund requests have been researched and are justifiably due to the customer.

• Manage and respond to online reviews.

• Coordinate with the Dispatch Manager to assign calls on customer concerns. * Confirm the client is 100% satisfied before closing tasks and send the client a “Thank You” card after final disposition.

• Be available after hours periodically for high-profile situations. Examples include coordination of equipment delivery to avoid claims under the No Frustration Guarantee and contact with the client on major damage incurred late in the day to prevent overnight escalation of the client’s concern.

• Support CED co-workers on challenging calls. Be encouraging and motivating to Customer Experience Specialists. Report coaching opportunities for Customer Experience Specialists to department leadership and lead interactive skill practice sessions with Customer Experience Specialists to improve first contact resolution of simple concerns.

• Provide DSS coverage training to CED co-workers as requested.

• Provide reporting to appropriate Leaders.

Digital Support Role:

• Manage incoming digital leads through initial and follow-up contact with clients.
• The initial return contact is to be made within seconds of the lead/communication receipt or as soon as practical based on the volume and timing of receipt.
• Complete tracking on the digital lead spreadsheet.

• Manage online reputation.
• Review Google, Facebook, Yelp, and Angi’s list for client reviews.
• Respond to neutral and positive reviews and post updates in Review Tracker and applicable websites. Responses should be brief and use proper grammar and spelling.
• Maintain a minimum of 4.9 rating for Google and Facebook.
• Maintain a database with various response templates for online reviews, which exhibit gratitude and appreciation for clients’ neutral and positive feedback.

• Manage outbound text campaigns for reminder texts and tune-up/inspection texts.

• Manage job availability on the Schedule Engine website and notify after-hours vendor staff as availability changes.

• Process loan applications and work with Comfort Advisors and Technicians to resolve questions regarding available loan programs.

• Present loan application training for Comfort Advisors and Technicians in their weekly training sessions as requested.

• Take CED inbound calls and assist with challenging incoming calls as requested.

• Embody Anthony's core values and build value for Anthony's service.

Decision-Level Authority:

The Client Care Specialist will have $300 authority to extend refund, credit, A.S.A.P. extension, and Anthony Gift Certificate to resolve client concerns without seeking additional approval when acting as Client Care Supervisor.

Supervisory Responsibilities:

This position has no direct supervisory responsibility. The position will have indirect responsibilities to support DSS and CED co-workers in areas necessary to improve service delivery and reduce customer concerns.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities.

• Education/Experience: Possess at least two years of customer service or sales experience, preferably in a fast-paced inbound and outbound customer service function.

• Language Skills: Ability to write routine reports and correspondence. Ability to speak English clearly and with proper grammar and diction.

• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Reasoning Ability: Apply common sense understanding in various situations to ensure customer satisfaction for internal and external customers.

• Computer Skills: Typing and Excel proficiency required. The individual should know how to access and use the internet and have a good working knowledge of Data Entry, Spreadsheets, and Word Processing software. Phone system knowledge and experience are helpful.

Physical Demands:

An employee must meet the physical demands described here to perform the essential functions of this job successfully. Must be able to sit, reach, stoop, kneel, crouch, crawl, hear, talk, lift, and/or maneuver up to 50 pounds, type, and write. Reasonable accommodations may be made for those individuals with disabilities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?

Experience:

• customer service or call center: 2 years (Preferred)

Work Location: In person

Salary : $21 - $22