Customer Care Coordinator

Company: HB McClure Co
Location: Harrisburg
Posted on: May 3, 2021

Job Description:

Our Core Team Focus:

HB Home Services is committed to creating a WOW experience for our customers and employee-owners. We empower our employee-owners to make it a great place to work and create value. Our goal is for you to find a fulfilling, authentic working environment that exceeds your personal expectations while also honoring our mission, vision, and core values. A workspace where happiness is observed!

Role: Customer Care Coordinator

Objective:

The Customer Care Coordinator provides a WOW experience for all customers calling the Home Service Teams. This role is critical, as they are the first impression in our customer experience. The Customer Care Coordinator exudes positive, professional communication with our internal and external customers. All members of this team will have a strong commitment to creating a WOW experience with everyone they meet while practicing and promoting our mission statement and core values.

In this role you will:

* Answer incoming calls for the Home Service Teams to include HVAC, and plumbing service requests, billing issues, agreement enrollment, fuel requests and general customer concerns. * Create WOW experiences for all customers utilizing the Pattern for Excellence * Communicate with Gold Shield members to schedule their tune up and/or renew their memberships * Educate new/existing customers on products/services offered by the Home Services Team * Maintain a high level of professionalism with customers and employees; working to establish a positive rapport with every interaction * Communicate with?Service?Coordinators for scheduling and efficiencies * Work with management team to remain updated on product/service knowledge and be informed of any updates to company procedures and policies * Impact customer service experience by problem solving and turning frustrated customers into repeat customers- Creating the WOW Experience. * Assist any walk-in customer with service-related questions * Miscellaneous data entry as needed * Collaborate with sales and operations teams to maintain KPIs for growth and success Attend monthly CC huddle (possible 7am start) * Monthly rotation as the afterhours on call representative (2-3 times per month)

Qualifications:

* High school diploma, completion of G.E.D or appropriate work experience * Strong active listening skills and an empathetic voice and manner * Dedication to providing world class customer service and satisfaction * 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 * Must possess proficient computer and smart phone skills

Benefits:

* 100% Employee Owned and Operated Employees earn ownership shares that may provide retirement income * 100% Employer paid Short Term Disability * 100% Employer paid Life Insurance Policy * Low Cost Medical Benefits * Dental and Vision Insurance options available * Structured bonus plan * Additional other training opportunities * Potential Professional and Personal Growth Opportunities * Paid Vacation * Paid Holidays * Additional 401K Retirement Options Available

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit; stand; walk; use hands to manipulate, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: This position operates in a professional office environment. This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

SAFETY STATEMENT: It is imperative that all employees recognize the importance of safety in the workplace, follow safety rules, practice safe work habits, utilize appropriate safety equipment and report unsafe conditions to the appropriate administrator.

This is a safety-sensitive position, which means the employees job performance can affect the safety of the employee and others. Job performance under the influence of alcohol or drugs could lead to physical injury or death to the employee, other employees, or members of the public at large. Therefore, the employee must be able to perform the job responsibilities without causing a threat to co-workers, to the workplace, or to the public at large.

Keywords: HB McClure Co, Harrisburg , Customer Care Coordinator, Other , Harrisburg, Pennsylvania