Customer Care Specialist

Customer Care Specialist

Location: Arlington (Pantego), Texas

Schedule: Monday through Friday (8am - 5pm, with an hour for lunch, daily)

(This position is required to work in the Tom's office - This is not a remote position.)

About Company:

Our desire is to treat people well by providing the best customer service at every opportunity. We work hard to make sure our customers have a great experience with the Tom's Team. We want to ensure our customers are able to enjoy the pleasure of experiencing quality air conditioning, heating, and plumbing in their homes. We are who we say we are, and are pleased to be here for our DFW customers. And wait until you meet our employees, we believe in our team and know you will, too.

About the Role:

The Customer Care Specialist in the HVAC and plumbing industry plays a pivotal role in ensuring client satisfaction by managing and resolving inquiries related to orders, project timelines, and service delivery. This position requires a proactive approach to prioritize customer orders and requests efficiently, ensuring seamless communication between clients and internal teams. The specialist acts as a liaison to deescalate conflicts and address concerns with professionalism and empathy, fostering long-term client relationships. Attention to detail is critical to accurately document customer interactions and follow up on outstanding issues, contributing to continuous service improvement. Ultimately, this role supports the overall success of construction projects by maintaining clear, positive, and effective communication channels with all stakeholders involved.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in customer service or customer care roles, preferably within the construction or related industries.
• Strong verbal and written communication skills.
• Ability to prioritize tasks effectively in a fast-paced environment.
• Basic computer proficiency, including familiarity with CRM software or order management systems. (Preference may be given to experience with ServiceTitan to right applicant).

Preferred Qualifications:

• Experience working in the HVAC and plumbing industry or with construction project teams.
• Training or certification in conflict resolution or customer service excellence.
• Familiarity with construction project management software.
• Bilingual abilities to support diverse customer bases.
• ServiceTitan experience a huge plus!

Responsibilities:

• Handle incoming customer inquiries via phone, email, and other communication channels, providing timely and accurate information about orders and project status.
• Prioritize and coordinate customer orders and requests to align with project schedules and resource availability.
• Collaborate closely with project managers, sales teams, and logistics to ensure customer requirements are met and any issues are promptly resolved.
• Utilize conflict de-escalation techniques to handle dissatisfied customers professionally and work towards mutually beneficial solutions.
• Maintain detailed records of customer interactions, feedback, and follow-up actions to support continuous improvement and reporting.

Skills:

The required skills such as order prioritization and attention to detail are essential for managing multiple customer requests and ensuring accurate processing of orders within project timelines. Business communication skills enable the specialist to convey information clearly and professionally to both customers and internal teams, facilitating smooth collaboration. Teamwork is critical as the role involves coordinating with various departments to meet customer needs effectively. Conflict de-escalation skills are applied daily to resolve customer complaints and maintain positive relationships, which is vital in a high-stakes construction environment. Maintaining a positive attitude supports resilience and customer satisfaction, helping to create a welcoming and solution-oriented atmosphere during all interactions.