Client Care Specialist

Job Description

Job Description

Overview

Customer Service Representative/Client Care Specialist - Join Our Team!

Come join Williams Comfort Air/Mr. Plumber – one of the largest HVAC and plumbing companies in the entire Midwest. We're growing quickly because we only hire the best (that's YOU), and our clients love us for it! Many come for a job, but they stay for a fulfilling career, room to grow, and opportunities to excel.

The Role:
As a Client Care Specialist, your goal is to convert inbound calls into booked service appointments for our technicians across HVAC, Plumbing, and Electrical trades. You'll build a trusting relationship with clients and follow our call flow process to ensure efficiency and satisfaction. You’ll also be proficient in using the required business systems to fulfill your responsibilities.

Hours of Operation:
Mon-Fri: 7am-7pm
Sat-Sun: 7am-5pm

Training, and scheduling:
Training will take about 2 weeks and will be on Mon-Fri schedule. Afterward, you'll transition into a full-time schedule:

7am-4pm Mon, Tue, Wed, Fri, Sat

What’s in It for You?

• Industry Leading Total Compensation Plans - $17+/hourly plus bonuses (Weekly pay)
• Medical (as low as $13/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
• Paid Time Off
• Paid Other Time Off (Bereavement & Jury Duty)
• Friends & Family Discount
• Industry Leading Training Programs

Responsibilities

What Will I Do?

• Build trust with internal and external clients by meeting their needs
• Seek development opportunities through ongoing training and one-on-one coaching
• Deliver call scripts with an authentic, compelling tone
• Use advanced listening skills to ensure accurate information is relayed to Dispatch
• Respond to client concerns with empathy and professionalism
• Take control of calls with advanced telephone etiquette
• Proactively work to fill the schedule (e.g., outbound calling)
• Accurately enter client data into the appropriate systems
• Assign service call priorities based on urgency
• Schedule client requests accurately based on technician skills
• Provide exceptional service by staying mentally prepared

Qualifications

Do I Have What It Takes?

• Prior customer service experience, ideally in a fast-paced field
• Call Center experience highly preferred
• Working onsite at our home office in Indianapolis is required
• Comfortable with computers and learning new systems
• Typing 30+ WPM
• Strong written and verbal communication skills
• Multitasking abilities are a huge plus
• Availability within our hours of Mon-Fri 7am-7pm, Sat-Sun 7am-5pm
• ServiceTitan Experience Preferred

EQUAL OPPORTUNITY EMPLOYER

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.