Client Experience Lead - HVAC Services

ENCON Heating & A/C; Stratford (CT); On-site; USD 39,000 - 41,000; Full time

Job summary

ENCON Heating & AC in Stratford, CT seeks a Customer Relationship Manager to be the primary contact for residential and commercial clients, ensuring a seamless experience across service, sales, and maintenance.

You will handle on-site coordination, timely communications, quotes, scheduling, and follow-ups, while maintaining accurate billing and fostering long-term relationships. The role emphasizes empathy, organization, and proactive problem solving to protect ENCON’s reputation.

Qualifications

• Minimum 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 escalate 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

Customer service

Relationship management

Interpersonal communication

Multitasking

Time management

Conflict resolution

Tools

Microsoft Office

Job description

ENCON Heating & AC in Stratford, CT seeks a Customer Relationship Manager to be the primary contact for residential and commercial clients, ensuring a seamless experience across service, sales, and maintenance.

You will handle on-site coordination, timely communications, quotes, scheduling, and follow-ups, while maintaining accurate billing and fostering long-term relationships. The role emphasizes empathy, organization, and proactive problem solving to protect ENCON’s reputation.