Client Concern Advocate

Job Description

Job Description

Description:

Job description:

Mission Statement:
At Brody Pennell Heating & Air Conditioning and our portfolio of companies we are committed to delivering exceptional customer service and maintaining the highest standards of quality and professionalism. We are dedicated to ensuring that every client’s experience with us is seamless, positive, and stress-free. Our team thrives on solving problems, providing support, and going the extra mile to exceed customer expectations.

Job Summary:

The Client Concern Advocate - is responsible for handling and resolving client inquiries, concerns, and complaints in a professional and timely manner. This role serves as the primary point of contact for clients, ensuring that their issues are addressed promptly, while maintaining a positive customer relationship. The Client Concern Advocate is also responsible for managing the customer care email inbox, handling overflow calls, tracking customer interactions, and supporting the call center manager in training new customer service representatives.

Key Responsibilities:

• Handling Incoming Calls: Answer customer calls promptly, professionally, and with a solution-oriented approach. Identify the nature of their concerns, gather relevant details, and resolve the issue efficiently.
• Client Communication: Actively listen to client concerns, offer clear explanations of company policies and procedures, and provide appropriate solutions within company guidelines.
• Investigating Complaints: Research customer accounts, review documentation, and assess the situation to accurately resolve complaints or concerns.
• Managing Customer Care Email: Monitor and respond to customer concerns via email, ensuring responses are provided within 5 minutes or less. Enter all customer interactions into the tracker daily for accountability.
• De-escalating Conflict: Maintain professionalism and composure when dealing with frustrated or upset customers, utilizing effective conflict resolution and communication techniques.
• Escalating Complex Issues: Recognize when an issue requires further attention from another department or escalation to higher management and route accordingly.
• Documenting Interactions: Accurately document all client interactions, detailing the nature of the concern, actions taken, and resolutions provided within the Service Titan system.
• Outbound Calls & Overflow Management: Make outbound calls to existing clients as needed, handling any overflow phone calls to ensure consistent service levels.
• Customer Satisfaction: Strive to resolve customer concerns effectively and promptly, ensuring that all interactions leave the customer satisfied and confident in our service.
• Training & Support: Assist the call center manager in training new customer service representatives, answering questions, and maintaining the CSR training guide. Provide follow-up support as needed to ensure new employees are equipped for success.
• Reporting: Fill out daily and weekly reports on customer concerns, feedback, and call center performance. Ensure accuracy and timely submission of these reports.

Required Skills:

• Excellent Communication Skills: Strong listening, clear articulation, and the ability to adapt communication style to fit a variety of customer personalities.
• Problem-Solving: Able to analyze situations, identify the root cause of issues, and develop solutions to address customer concerns.
• Product & Service Knowledge: In-depth understanding of Brody Pennell Heating & Air Conditioning's products, services, and policies to accurately respond to customer inquiries.
• Customer Service Focused: A genuine desire to provide outstanding customer service and maintain positive customer relationships.
• Stress Management: Capable of remaining calm and composed, even under pressure or during difficult customer interactions.
• Technical Proficiency: Familiarity with Service Titan, Excel systems, email management, and other call center software to effectively manage customer data and inquiries.

Qualifications:

• High school diploma or equivalent; some college education preferred.
• Previous experience in customer service or call center environment is a plus.
• The ability to handle multiple tasks efficiently while maintaining a high level of accuracy and customer satisfaction.
• Strong attention to detail and ability to follow procedures and protocols.

Physical Requirements:

• Ability to sit at a desk and operate a computer for extended periods.
• Ability to handle high call volumes and respond to email inquiries in a timely manner.