Customer Care Associate
Job Number: 10204
External Description:
About This Role
The Customer Care Advocate will strive for 100% customer retention. Meeting with customers to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and insures a very high degree of customer satisfaction. This person is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. And promotes the use of additional services and products and provides sales leads.
This role is a great fit for you excel at building relationships, have outstanding customer service and love working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers.
Key Responsibilities
Maintain and develop relationships with assigned contract customers via face-to-face and virtual meetings
Support Service Agreement escalations and partner with operations teams to build out Service Agreement customer strategies
Attend to customer needs and requests, serving as liaison between Sales and Operations teams
Ensure Service Agreement are renewed on time with current customer purchase order
Track action items to completion, ensuring customer satisfaction
Work with the Sales and Operations leadership to renew the service agreements of assigned customers at profitable margins
Seek out potential sales opportunities including customer's budgeted upgrades or expansions, forwarding these opportunities to Sales Leader for assignment
Seek out end user information for digital service agreements
Required Qualifications
High School Diploma or GED
2+ years of experience within HVAC or plumbing, or electrical work, or building maintenance
Preferred Qualifications
Bachelor's degree in related field preferred
Knowledge of the industry, market and key market participants
Ability to work in a highly team-oriented and dynamic environment
Demonstrated strong written, verbal and presentation skills to effectively develop expectations and relationships with internal and external customers
Self-motivated and able to manage many simultaneous actions and requests
Extremely comfortable operating in a technical environment utilizing Microsoft based computer software
Goal-orientated with strong time management and organizational skills
Job Number: 30204255
Community / Marketing Title: Customer Care Associate
Location_formattedLocationLong: North Carolina, US