Kennard Associates Scottsdale, AZ 85258
Job Title: Customer Success Agent - HVAC & Plumbing
Location: Scottsdale, AZ
Compensation: $24 - $28.75 / hourly
Customer Success Agent Job Description:
As a Customer Success Agent specializing in HVAC and Plumbing, you will play a pivotal role in enhancing customer satisfaction, building long-term relationships, and ensuring the success of our clients. Your responsibilities will include:
1. Customer Relationship Management:
+ Act as the primary point of contact for our HVAC and Plumbing customers.
+ Build and nurture strong, lasting relationships with clients, understanding their unique needs and challenges.
+ Proactively engage with customers to ensure their expectations are met and exceeded.
2. Technical Expertise:
+ Utilize your deep knowledge of HVAC and plumbing systems to provide expert guidance, ticket prioritization, and escalation.
+ Collaborate with our technical teams to address complex issues and ensure timely resolution.
3. Customer Feedback and Improvement:
+ Gather customer feedback and insights to identify areas for improvement in our products and services.
+ Collaborate with internal teams to drive continuous improvement initiatives based on customer input.
5. Issue Resolution:
+ Effectively manage and resolve customer inquiries, scheduling needs, complaints, concerns, or issues in a timely and satisfactory manner.
+ Ensure that all customer inquiries and support requests are logged, tracked, and resolved.
6. Documentation and Reporting:
+ Maintain detailed records of customer interactions, feedback, and support requests.
+ Generate reports and provide insights to the management team on customer satisfaction and areas requiring attention.
Requirements:
+ Minimum of 3 years of experience in the HVAC and Plumbing industry.
+ Experience prioritizing field technician service routes
+ Strong technical knowledge of HVAC and plumbing systems and components.
+ Exceptional communication and interpersonal skills.
+ Proven track record of building and maintaining customer relationships.
+ Excellent problem-solving abilities and a customer-centric mindset.
+ Proficiency in Oracle NetSuite and other relevant tools.
+ Ability to work independently and as part of a collaborative team.
+ Strong organizational skills and attention to detail.
Benefits:
+ Competitive salary and performance-based bonuses.
+ Health, dental, and vision insurance.
+ Retirement savings plan (401(k)) with employer match.
+ Ongoing training and professional development opportunities.
+ A supportive and collaborative work environment.
+ Opportunities for career advancement within the company.
If you are a highly motivated and experienced Customer Success Agent with a passion for the HVAC and plumbing industry, we encourage you to apply. Join our team and be a part of delivering top-notch customer experiences in the HVAC and plumbing sectors.
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