Client Care Specialist

Client Care Specialist

This position is responsible for supporting client care functions within the department. Manage an assigned portion of client questions, concerns, property damage assessments, and negative reviews. Ensure client needs are managed with initial contact made within four business hours of complaint. Additionally responsible for working with Digital Support Specialist(s) in managing digital leads, customer inquiries, neutral and positive reviews, and outbound texting for the department and monitoring job capacity for all departments. This position will assume all responsibilities of a Digital Support Specialist when assigned.

Essential Duties and Responsibilities :

Customer Care Role : Main point of contact for a portion of customer concerns. Track each concern within ServiceTitan task management from initial contact through technician / manager follow up; document accounts with photos and communication from customers and technicians; and develop and execute final disposition with 100% client satisfaction. Schedule Manager Site visits for potential system replacement or property damage; communicate with clients throughout the process to clearly explain and understand expectations. Coordinate directly with approved in-house Support Services staff, subcontractors, and / or our insurance provider to ensure timely resolution of property damage to completion of repairs and follow-up to confirm 100% client satisfaction. Process refunds for customer relations or when refund requests have been researched and are justifiably due to the customer. Manage and respond to online reviews. Coordinate with the Dispatch Manager to assign calls on customer concerns. Confirm the client is 100% satisfied before closing tasks and send the client a thank you card after final disposition. Be available after hours periodically for high-profile situations. Examples include coordination of equipment delivery to avoid claims under the No Frustration Guarantee and contact with the client on major damage incurred late in the day to prevent overnight escalation of the clients concern. Support CED co-workers on challenging calls. Be encouraging and motivating to Customer Experience Specialists. Report coaching opportunities for Customer Experience Specialists to department leadership and lead interactive skill practice sessions with Customer Experience Specialists to improve first contact resolution of simple concerns. Provide DSS coverage training to CED co-workers as requested.

Digital Support Role : Manage incoming digital leads through initial and follow-up contact with clients. The initial return contact is to be made within seconds of the lead / communication receipt or as soon as practical based on the volume and timing of receipt. Complete tracking on the digital lead spreadsheet. Manage online reputation. Review Google, Facebook, Yelp, and Angis list for client reviews. Respond to neutral and positive reviews and post updates in Review Tracker and applicable websites. Responses should be brief and use proper grammar and spelling. Maintain a minimum of 4.9 rating for Google and Facebook. Maintain a database with various response templates for online reviews, which exhibit gratitude and appreciation for clients neutral and positive feedback. Manage outbound text campaigns for reminder texts and tune-up / inspection texts. Manage job availability on the Schedule Engine website and notify after-hours vendor staff as availability changes. Process loan applications and work with Comfort Advisors and Technicians to resolve questions regarding available loan programs. Present loan application training for Comfort Advisors and Technicians in their weekly training sessions as requested. Take CED inbound calls and assist with challenging incoming calls as requested. Embody Anthonys core values and build value for Anthonys service.

Decision-Level Authority : The Client Care Specialist will have $300 authority to extend refund, credit, ASAP extension, and Anthony Gift Certificate to resolve client concerns without seeking additional approval when acting as Client Care Supervisor.

Supervisory Responsibilities : This position has no direct supervisory responsibility. The position will have indirect responsibilities to support DSS and CED co-workers in areas necessary to improve service delivery and reduce customer concerns.