Apply on Employer Site

Brody Pennell Heating & Air Conditioning · 1 month ago

Client Concern Advocate

Los Angeles,CA,US

Full-time

Onsite

New Grad, Entry Level

Brody Pennell Heating & Air Conditioning is committed to delivering exceptional customer service and maintaining high standards of quality. The Client Concern Advocate is responsible for handling and resolving client inquiries, concerns, and complaints while ensuring a positive customer relationship.

CommercialHeating Ventilation and Air Conditioning (HVAC)Home ServicesResidential

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

Qualification

Product & Service KnowledgeCommunication SkillsProblem-SolvingCustomer Service FocusedTechnical ProficiencyStress Management

Required

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

High school diploma or equivalent; some college education preferred

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

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