Customer Care Coordinator

The HB Home Services division is committed to creating a 5-star experience for our clients and employee-owners. We empower our employee-owners to make this a great place to work and create value. Our goal is for you to find a fulfilling, authentic working environment that exceeds your personal expectations while also honoring our mission, vision, and core values. A workspace where happiness is observed!

ROLE: Customer Care Coordinator

POSITION SUMMARY:

The Customer Care Coordinator provides a 5-star experience for all customers calling the Home Service Team. This role is critical, as they are the first impression in our customer experience. The Customer Care Coordinator exudes positive, professional communication with our internal and external customers. All members of this team will have a strong commitment to creating a 5-star experience with everyone they meet while practicing and promoting our mission statement and core values.

This position operates in a remote capacity with occasional onsite visits as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls for the Home Service Team to include HVAC, and plumbing service requests, billing issues, agreement enrollment, and general customer concerns.
• Create 5-star experiences for all customers utilizing the Pattern for Excellence
• Communicate with Gold Shield members to schedule their tune up and/or renew their memberships
• Educate new/existing customers on products/services offered by the Home Services Team
• Maintain a consistently high level of professionalism in all customer and employee interactions, fostering positive relationships with every interaction.
• Collaborate with Service Coordinators to optimize scheduling and operational efficiency.
• Stay updated on product and service knowledge, as well as any updates to company procedures and policies, through regular communication with the management team.
• Proactively problem solve and turn frustrated customers into loyal, repeat customers, playing a vital role in creating the 5-star experience we are known for.
• Assist any walk-in customer with service-related questions
• Complete necessary data entry tasks as required.
• Collaborate closely with our sales and operations teams to maintain key performance indicators (KPIs) for sustainable growth and success.
• Attend monthly Customer Care huddles, contributing to team cohesion and continuous improvement.
• Other duties as assigned.

MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:

• High school diploma, completion of G.E.D or appropriate work experience
• Strong active listening skills and an empathetic voice and manner
• Dedication to providing world class customer service and satisfaction
• Ability to multi-task, prioritize and manage time effectively
• Enthusiasm to maintain a positive, productive, and goal-oriented team environment
• Excellent oral and written communication skills
• Must possess proficient computer and smart phone skills
• Proficient with Microsoft Office Suite or related software.
• Strong written and verbal communication skills.
• Strong interpersonal skills to interact positively with all customers and employee-owners.
• Experience in the HVAC, Plumbing home services industry a plus.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.