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# Homeowner Support Lead

- **Company:** Daikin
- **Location:** Waller, TX, United States
- **Experience:** Expert
- **Contract:** Temporary contract
- **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Outlook, Text Processing, Instant Messaging Technology, Microsoft Office, Microsoft PowerPoint, Data Management
- **Published:** October 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=eba173f1515be550

## About the Role

* 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

## Description

* 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