Customer Solution Specialist

The Customer Solutions Specialist is the primary point of contact for our customers, responsible for managing incoming service requests, scheduling appointments, and ensuring an exceptional customer experience. This role is critical in maintaining our reputation as the most trusted heating and cooling company in the Capital District. You will act as a liaison between customers, technicians, and management to ensure seamless communication and efficient service delivery., * Customer Interaction: Handle inbound calls, emails, and online inquiries from customers, addressing their needs and concerns promptly and professionally.

• Appointment Scheduling: Efficiently schedule service appointments, ensuring optimal technician deployment and timely service delivery.
• Issue Resolution: Troubleshoot and resolve customer issues related to service appointments, billing, or general inquiries, escalating to the Customer Service Manager when necessary.
• Data Entry: Accurately enter and update customer information, service requests, and appointment details in the CRM system.
• Follow-Up: Conduct follow-up calls to ensure customer satisfaction after service appointments and address any lingering issues.
• Coordination: Collaborate with technicians, dispatch, and management to ensure smooth operations and excellent customer service.
• Customer Education: Provide customers with information about our services, maintenance plans, and energy-saving tips to enhance their overall experience and loyalty.
• Dispatch Support: Assist the dispatch team by scheduling maintenance plans or additional services where appropriate.

Do you have experience in Productivity software?, Do you have a High school diploma or GED?, * High school diploma or equivalent; additional education or certifications in customer service is a plus.

• Proven experience in a customer service or call center role, preferably in the HVAC or home services industry.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficient in using Service Titan, CRM software and Microsoft Office Suite.
• Ability to multitask and work in a fast-paced environment.
• Positive attitude and a team player mentality.

Pulled from the full job description

• Paid training
• On-the-job training
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Competitive salary with performance-based bonuses.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for career growth and advancement within the company.
• Ongoing training and professional development., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance