Customer Care Coordinator
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Job Description
Customer Care Coordinator
Job Title Customer Care Coordinator
Department Admin / Finance
Summary Customer liaison, answers phones, schedules appointments, answers questions and solves problems. Schedules appointments and supervises the appointment schedule, daily, weekly, and monthly. Enters invoices, payments and deposits into QuickBooks. Ensures all client and internal communication is accurate, thorough and complete.
Starting Wage $23/hour
Reports To Office Manager
Core Values Integrity
Accountability
Reliability
Technical Excellence
Community Cooperation
Can-do Attitude
Requirements
Education High School Diploma
Certification(s) NFI Hearth Design or Gas or Wood Specialist or CSIA CCS
(training and testing is employer paid))
Experience 2 Years in Office/Administration
Skills / Abilities
- Proven Customer Relation Skills – Positive & professional demeanor
- Ability to work with clients and coworkers
- Document and update customer records based on interactions
- Strong Work Ethic and Sense of Personal Accountability
- Ability to work under pressure
- Diligent, detail-oriented, and ability to multi-task
- Able to plan and prioritize changes/conditions/situations
- Manage multiple and simultaneous timelines
- Proficiency in MS Word / Excel / Outlook / QuickBooks
- Excellent written & verbal communication skills
- Use of specific sales strategies and techniques
Requirements (continued)
Physical Minimums Work in Office 5 ½ days per week – approx. 8 hours per day
***Occasionally work with Lead Technicians at customer homes for hands- on training
General Hours Monday thru Friday 8am-4:30pm + every other or every third Saturday
Mental Capacities Able to speak and understand written and spoken English
Excellent time management skills
Willingness and ability to make decisions and work under pressure
Strong and effective customer service skills
Working Conditions 95 % Office Environment, 5% ‘Ride-Alongs’ with Operations for Training
Essential Functions
- Handle all incoming phone calls, online inquiries, and voicemails
- Provide information about the products and services
- Troubleshoot and resolve product issues and concerns
- Document and update customer records based on interactions
- Develop and maintain a knowledge base of the evolving products and services
- Convert incoming leads into scheduled appointments
- Maintain, schedule and prepare the appointments for daily operations
- Daily data entry and management of invoices, payments, receipts, A/R
- Create and review client documentation and files
- Support on-site and off-site operations
Measures of Performance S.M.A.R.T Goals and industry specific certifications
Duties and Assigned Tasks
General Office Duties
- Answer incoming phone calls, inquiries, and complaints
- Work with customers to relieve concerns and issues
- Receive mail - distribute it to the appropriate person or location
- Appropriately file customer paperwork
- Perform assigned office cleaning
- Convert incoming phone calls to scheduled service visits
- Enter customer data and scheduling information into a CRM system
- Appropriately document appointments and ensure that all paperwork is completed
- Work with OM to ensure all parts and materials are ready for scheduled work
- Quality Control Customer Documentation
Quick Books Data Entry
- Enter customer invoices and payments into Quick Books
- Receive money against open customer invoices
- Work with Office Manager to collect open and past due balances
Duties and Assigned Tasks (continued)
Customer Documentation
- Produce customer folders for new customers and locate return customer files
- Create memorandums in CRM system as required
- Review folders for previous repair documentation and notes about the client and the home
- Appropriately file all customer folders
Sales Proposals
- Work with the GM, Sales Team, and other staff to generate sales proposals
- Deliver and follow up on proposals to customers
Other
- Fill in as required by both Operations and the GM
- Attend to retail store needs when required
- Ensure Safe Work Practices are always followed
Position Type: Full-Time
Salary Range: $30,000 - $50,000
