Client Services Representative

Job Overview

Are you passionate about delivering outstanding customer service? We’re looking for enthusiastic Client Services Representatives to join Swan Plumbing, Heating, and Air Conditioning. You’ll be the friendly voice that helps our clients navigate their needs, ensuring they have a seamless and enjoyable experience.

As a Client Services Representative, you’ll engage with clients promptly and professionally, resolving their inquiries and concerns with a smile. If you thrive in a fast-paced environment and enjoy building lasting relationships, this is the perfect opportunity for you!

Key Responsibilities:

• Receive a high volume of inbound calls in a fast-paced environment and make outbound calls to existing clients, booking appointments at a high conversion rate.
• Able to quickly identify the client’s request or concern, efficiently provide the most effective solution, and de-escalate any concerns.
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Proactively gain and maintain a complete understanding of our portfolio of products and services.
• Efficiently enter accurate and detailed records of client interactions and actions taken while multi-tasking client calls, minimizing hold times.
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts

 Qualifications:

• 1-3 years of Call Center experience preferred 
• HVAC & Plumbing Industry experience is a plus 
• Ability to talk and type accurately; typing speed of at least 45 wpm
• Dedicated to providing superior client service
• Ability to manage multiple priorities within a fast-paced environment
• Strong judgment skills to make sound business decisions
• Proficient in Microsoft Suite Products, experience with SERVICE TITAN a plus
• Bilingual Spanish is a plus

Benefits: 

• Health insurance: Comprehensive medical, dental, and vision coverage. 
• Retirement plan: 401(k) with company match. 
• Paid time off: Generous PTO, holidays, and sick leave. 
• Training and development: Ongoing opportunities for professional growth and advancement. 
• Company culture: A supportive, inclusive, and dynamic work environment with a focus on teamwork and employee satisfaction. 

Work Environment: 

Works in a professional office environment using computers, phones, and standard office equipment. Primarily seated with occasional standing and walking. Must be able to communicate effectively with customers and team members and accurately exchange information in person and by phone. Reasonable accommodations may be made to perform essential functions.

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