Homeowner Support Lead

• Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers).

• Respond promptly to correspondence via phone, mail, and email.

• Assist with complaints via social media, executives, and BBB.

• Assist coordinating with distributor technical representatives performing site visits.

• Coordinate and distribute mail.
• Perform data entry, review, process, file and maintain documents
• Perform special projects as assigned.

• Consult with internal technical support when necessary.

• Identify and suggest process improvement opportunities.
• Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
• Escalate matters of concern/urgency to immediate team lead or manager
• Support cross functional teams as needed, such as the Warranty department

• Assist in the training of new employees., * Communicate with Regional Technical Representatives in the field to determine causes of failure

• Prepare and assist with homeowners’ concession letters.

• Assist with interactions when a end-users request to be escalated.
• Assist with complaints via social media provided by the Marketing Departments

• Respond directly to the internal escalation of complaints.

• Maintain BBB Accreditation by responding to complaints and reviews.
• Assist with complaints that were directed to executives and Daikin International

• Assist with concerns and complaints made directly from National Accounts (Homebuilders)

• Develop and deploy approved templates for the team to use in CRM and email.
• Update and train the team on new product launches.
• Assist/Investigate in direct communications with Attorney General Office for Consumer Complaints.

• Maintain group communication tools such as imported CRM’s Online Chat, Homeowner Support General Inbox

• Training and leading of six temporary employees
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Works within well-defined instructions

• Uses established procedures and works under supervision to perform assigned tasks

• Work is closely supervised

• A Knowledge of Daikin Residential HVAC products is required.

• Knowledge of HVAC Controls (Thermostats and Remotes) is required.

• Ability to use SM+ and pass monthly audits of system changes.
• Excellent customer service skills, must have ability to diffuse an upset caller, * Excellent customer service skills; interpersonal skills with ability to diffuse negative situations

• Communication & Collaboration with team members and customers - ability to communicate ideas to instruct, inform, persuade, or motivate co-workers

• Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations

• High level of attention to detail and accuracy
• Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems

• Effective organizational and time management skills

• Ability to interpret and follow work instructions and company policies and procedures

• Ability to audit the teams’ daily interactions to include calls, CRM Cases and emails.
• Ability to effectively train, mentor, and provide guidance
• Ability to apply good judgment, strong work ethic, and integrity on the job.

Competencies:

Experience:

• 2+ years experience in office environment & customer service

Education/Certification:

• Associate’s degree, * Must be able to perform essential responsibilities with or without reasonable accommodations, Preferred
• 2+ years related customer service