Customer Care Coordinator

HB Home Services • Harrisburg, PA, US • 1d ago

Job Summary:
HB Home Services is seeking a passionate Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our home service team, ensuring that every customer receives outstanding service from the very beginning.

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.

Responsibilities:
- Answer incoming calls and address a variety of customer inquiries, including HVAC and plumbing service requests, billing issues, agreement enrollment, and general concerns.
- Provide exceptional customer service experiences by following our Pattern for Excellence.
- Schedule tune-ups and renew memberships for our Gold Shield members, offering exceptional care and attention.
- Educate customers about the products and services offered by our Home Services Team, ensuring they have all the information they need.
- Foster positive relationships with both customers and fellow employee-owners.
- Optimize scheduling and operational efficiency by collaborating with Service Coordinators.
- Stay updated on product and service knowledge and company procedures and policies through regular communication with the management team.
- Proactively problem-solve and turn frustrated customers into loyal, repeat customers, contributing to our 5-star reputation.
- Assist walk-in customers with service-related questions, providing helpful and friendly support.
- Complete necessary data entry tasks to ensure accurate record-keeping.
- 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.
- Undertake any other duties assigned, demonstrating your flexibility and commitment to the team's success.

Qualifications:
- High school diploma, completion of G.E.D., or relevant work experience.
- Strong active listening skills and an empathetic voice and manner.
- Dedication to providing world-class customer service and satisfaction. Previous industry experience is preferred.
- 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.
- Proficiency in using computers and smartphones; prior experience in Service Titan is a plus.
- Proficient with Microsoft Office Suite or related software.
- Strong interpersonal skills to interact positively with all customers and employee-owners.

Physical Demands and Work Environment:
The Customer Care Coordinator role involves sitting, standing, walking, using hands to manipulate, handle or feel, and reaching with hands and arms. Occasionally, lifting office products and supplies weighing up to 20 pounds may be required. The position operates in a professional office environment, utilizing standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Why You'll Love Working With Us:
- Fulfilling and authentic working environment that exceeds your personal expectations.
- Stable employment, expanding career field, and competitive salary offered
- Employee Owned and Operated - Employees earn ownership share that can provide retirement income
- 100% Employer paid Short Term Disability
- 100% Employer paid Life Insurance Policy
- Low-Cost Medical Benefits
- Dental Insurance options are available
- Structured bonus plan
- On Going Training Opportunities
- Potential Professional and Personal Growth Opportunities
- Paid Time Off (PTO)
- Paid Holidays
- Additional 401K Retirement Options Available

If you are passionate about delivering exceptional customer service and thrive in a positive work environment, apply now to become a Customer Service Representative at HB Home Services and be a part of our mission, vision, and core values! We look forward to hearing from you.

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