Customer Care Coordinator

The primary purpose of the Customer CARE Representative is to serve as the dedicated liaison between Comfort Systems USA and its customers, ensuring a seamless and positive customer experience. This role is focused on building and maintaining strong, long-term relationships with clients, understanding their needs, and delivering solutions that drive customer satisfaction and retention. The Customer CARE Representative is responsible for implementing strategies that enhance customer loyalty, addressing concerns promptly, and identifying opportunities for account growth, ultimately contributing to the overall success and reputation of the company.

Position Scope:

• Act as the primary point of contact between the company and the customer, facilitating communication and ensuring a seamless customer experience.
• Develop and maintain strong, long-term relationships with key accounts, ensuring a deep understanding of their needs and preferences.
• Implement strategies to retain customers, addressing any issues or concerns promptly and effectively.
• Work with local service team to set Monthly, Quarterly, and Semi-Annual customer meetings to review a consistent set of service inquiry questions.
• Gather customer feedback by completing customer care surveys and provide to Service Managers and Admin
• Represent customers at divisional Comfort Systems USA, Southeast renewal meetings.
• Attend cross-divisional renewal meetings on cross-divisional accounts as needed.
• Attend new customer Kick-Off meetings both internally and with the customer with the Business Development Representative and designated members of the service/management team.
• Create/update asset lists (with repairs/replacement data) for customer budgeting conversations
• Focus on renewing and up-selling maintenance contracts with customers.
• Prepare financial data for potential comprehensive upsell potential.
• Notify Business Development Representative of equipment additions, comprehensive coverage upsells, and contract increases for pricing.
• Notify Project Sales Representative of project needs and pricing.

Qualifications:

To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required of a Business Development Representative. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements:

• Abilities:
• read, analyze, and interpret information
• write reports and business correspondence
• effectively present information and respond to questions from internal and external clients
• ability to identify customer’s needs and translate into sales opportunities
• problem solve
• adapt to individual and team work environment
• proficiency of Microsoft Office products
• Valid driver’s license
• Flexibility to work overtime and weekends (as needed)
• Professional appearance
• Strong interpersonal skills, achievement oriented, self-motivated, and organized
• Overnight travel

Compensation

• Annual Salary $50,000/year
• Renewal commission on existing contract base
• Vehicle Allowance mileage
• Phone allowance
• Company credit card
• Company supplied laptop computer

Comprehensive Benefits

• Medical, Vision, Dental
• Paid holiday and vacation
• 401(k) Plan with a corporate match and multiple investment options
• Training and Development Programs
• Employee discount programs
• Company-paid and voluntary life insurance
• Company-paid and voluntary accidental death & dismemberment (AD&D)
• Company-paid short-term disability
• Vehicle discount purchase programs

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Comfort Systems USA (Southeast), Inc. is an equal opportunity employer in all aspects of employment and prohibits discrimination and harassment of any type to all individuals regardless of race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We strive to foster a work environment that includes and embraces racial, ethnic and gender diversity and other individual differences. Our commitment to diversity and inclusion helps us attract and retain the best talent, enables employees to realize their full potential, and drives high performance through innovation and collaboration.