What are the responsibilities and job description for the Client Assurance Specialist (Resolutions) position at Mr. Plumber Indiana?
Overview
Client Assurance Specialist - Williams Comfort Air
The goal of the Client Assurance Specialist is to advocate on behalf of our clients in order to maintain and retain client relationships. In this roal, you will be an asset in responding to all client concerns from review sites, BBB, phone calls, etc. You will address all reviews in a timely manner. You will be expected to have excellent customer service abilities, telephone etiquette, problem-solving, follow up, and effective communication.
Come join one of the largest HVAC and plumbing companies in the entire Midwest. How did we get here in such a short period of time? We keep on growing because we only hire the best (that's YOU) and our clients love us for it! People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.
What's In It For Me?
- Market Value Compensation $20-$25/hourly plus bonus opportunities
- Medical (as low as $5/week), Dental and Vision Insurance
- FREE Employee/Dependent Telehealth, no copay
- Company Matched Health Savings Account and 401k Retirement Account
- FREE Long-Term Disability Insurance, Employee Family Life Insurance, Wellness Program and Employee Assistance Program (Mental Health)
- Voluntary Short-Term Disability Insurance, Accident Insurance and Critical Illness Insurance
- Paid Company Holidays
- Paid Community Service Day
- Company Paid Personal Time Off (Up to 4 Weeks)
- Company Paid Other Time Off (Bereavement & Jury Duty)
- Friends & Family Discount
- Industry Leading Training Programs
Responsibilities
Main Responsibilities
- Promote our brand through adherence to WCA Group Core Values.
- Perform customer negotiations, with input from company designated resources, to reach a fair conclusion for both the company and the customer.
- Demonstrate the ability to develop quick rapport and provide an expert level of client service.
- Identify the root cause of customer issues, pinpoint strategies to eliminate those causes, and work with clients to implement feasible solutions.
- Respond and work through all client concerns from review sites, BBB, inbound phone calls, etc.
- Verify that team members are providing up-to-date information, following current processes, and communicating effectively to callers.
- Work hand in hand with restoration companies and subcontractors and our filed teams to coordinate repairs and restoration.
- Advocate on behalf of the client to ensure that outstanding experiences are delivered on behalf of the client, throughout the organization.
- Ensure consistent, high-quality interactions and experiences, with the goal of improving customer satisfaction and retention.
- Follow through on all communications to both internal and external customers, with a high sense of urgency.
- Ensure all reviews are addressed within 12 hours.
Qualifications
Do I Have What It Takes?
- 2-3 years of experience in a call center environment
- Experience in a call center role addressing concerns is preferred
- Exceptional phone and interpersonal skills
- Excellent problem-solving ability and thorough follow-up
- Ability to talk and type accurately to effectively summarize and relay information received
- Enter accurate and detailed records of client interactions and actions taken
- Strong judgement skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
- Ability to work shifts that include evenings and weekends
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.
Salary : $20 - $25
