Client Experience Lead – HVAC Services

Encon Heating & AC; Stratford (CT); On-site; USD 39,000 - 41,000; Full time

Job summary

Encon Heating & AC is seeking a Customer Relationship Manager to serve residential and commercial clients as the primary contact for service, sales, and maintenance. You will ensure a seamless experience, timely updates, and proactive communication to keep clients confident in ENCON.

In this role, you will coordinate with technicians, dispatchers, and admins to deliver accurate scheduling, prompt quotes, and fair billing.

Qualifications

• Minimum of 1 year work experience in the trade service industry (preferably HVAC)
• Dedication to high-quality customer service
• Friendly demeanor and positive can-do attitude
• Ability to build, foster, and maintain positive professional relationships
• Excellent interpersonal communication skills
• Problem-solving and conflict resolution capabilities
• Knowledge of relationship management best practices
• Excellent computer, verbal, written, and presentation skills
• Motivated self-starter with effective time management skills
• Strong work ethic, goal oriented with a drive to succeed
• Ability to multitask and prioritize based on urgency of request
• Must be able to be reactive to meet clients’ needs on a regular basis
• Be open to feedback and collaboration
• The ability to understand exactly what someone needs and act on it — professionally and efficiently
• Proficient in Microsoft suite (including but not limited to Word, Teams, Outlook, Excel and PowerPoint)

Responsibilities

• Front lines for your client’s service support, answering calls or returning calls and voicemails same day if possible or the latest one business day.
• Be the first impression specialist to new clients that are on boarded to show the ENCON experience.
• Proactively communicate by providing timely updates to keep your clients informed.
• Ensure follow-up is scheduled and estimates sent within the same day or following business day.
• Schedule seasonal maintenance for the upcoming year to ensure that your clients do not fall behind on their annual service visits
• Review your client’s maintenance renewals to determine if an adjustment is required for the next year, and if the maintenance is efficient and profitable.
• Determine if your client requires a fast quote, inside salesperson or special projects team to assist in recommendations.
• Review billing sheets to ensure accurate and fair billing
• Monitor and escalated excessive service issues and visits, raising the flag to involve our technical advisors to assist in solving any ongoing issue.
• Provide peace of mind by looking at your client’s history holistically and providing long terms solutions for your clients when problems arise.
• Resolve any customer issues promptly and professionally.
• Work with the primary technician and dispatcher to ensure efficient and effective scheduling, confirming appointments, advising if late and maintaining informed quality service.
• Being the connection between the install sales team and your client by scheduling our outside sales team for replacement opportunities.
• Addressing and collecting your clients outstanding A/R, addressing any disputed invoices, and being empowered to make the decision to provide adjustments when necessary.
• Working as the contact between the internal service group and your client, to ensure you are their only point of contact.
• Receiving follow up recommendations and sending to your client.
• Working with the admins on any credits, re-bills, or billing issues that might arise.
• Working with the dispatchers on appointments, technicians running late or anything that might cause a negative experience for your client.
• Utilize best practices and think out of the box to be a problem solver.
• Daily check ins with dispatchers and purchasers to ensure technicians and your clients are both set up for success.
• Monitor and assess the activities of our competitors to proactively satisfy and retain your clients.
• Identifying opportunity to personally recognize clients, and build a client relationship where you can go the extra mile to make the ENCON experience memorable outside of the just servicing their HVAC units.
• Provide excellent client experience and maintain a positive reputation for ENCON

Skills

Communication skills

Customer service

Multitasking

Relationship building

Verbal & written communication

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Job description

Encon Heating & AC is seeking a Customer Relationship Manager to serve residential and commercial clients as the primary contact for service, sales, and maintenance. You will ensure a seamless experience, timely updates, and proactive communication to keep clients confident in ENCON.

In this role, you will coordinate with technicians, dispatchers, and admins to deliver accurate scheduling, prompt quotes, and fair billing.