Client Resolution Specialist

Service Champions Plumbing, Heating & AC; Brea (CA); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Incentives

Overtime opportunities

401(k) match

Paid time off

Training opportunities

Team environment

Job summary

Service Champions Plumbing, Heating & AC in Brea, California is seeking a Client Resolution Specialist for an in-person, full-time role. You will engage with clients daily, address concerns, and provide timely, courteous solutions while collaborating with internal teams.

You will manage escalations, log activities in our CRM, and help improve processes to boost customer satisfaction. A fast-paced environment and strong communication are essential, with a schedule Monday–Saturday 7:00 AM–8:00 PM.

Qualifications

• Dedicated to providing superior customer service.
• Exceptional phone and interpersonal skills.
• Exceptional written and verbal communication skills.
• Able to manage multiple priorities in a fast-paced environment.
• Strong judgment to resolve issues clearly and calmly.
• Typing speed of at least 40 wpm.
• Proficiency in Word, Outlook and Excel.
• Availability for variable schedule 7:00 AM–8:00 PM, Mon–Sat.

Responsibilities

• Handle incoming client escalations and coordinate resolutions with stakeholders.
• Ensure escalations are resolved to client satisfaction within timelines.
• Escalate if timelines may be exceeded and identify improvement opportunities.
• Document activities in CRM accurately.

Skills

Customer service

Phone skills

Interpersonal skills

Written & verbal communication

Multitasking

Sound judgment

Typing 40 wpm

Microsoft Word

Outlook

Excel

Schedule flexibility

Sitting/physical stamina

Tools

Microsoft Word

Outlook

Excel

Job description

Job Overview

This is an in person role at our Service Champions Branch in Brea, California. Are you passionate about providing outstanding customer service? We’re looking for an exceptional Client Resolution Specialist who thrives in a fast-paced environment and excels at multitasking. In this role, you'll engage directly with clients every day, addressing their concerns and delivering timely solutions with a positive attitude. This full-time, non-exempt position reports to the Client Services Manager and offers a dynamic opportunity to make a real impact on our customers’ experiences. If you're ready to use your problem-solving skills and sound judgment to help others, we want to hear from you!

Key Responsibilities

• Handle incoming client escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items and communications are fulfilled.
• Ensure client escalations are resolved to the client satisfaction within agreed upon timelines.
• Escalate quickly and proactively all escalations that may exceed established timelines. Identify coaching opportunities, process improvements, and system issues and share them with the appropriate parties.
• Utilize CRM to ensure all activities are documented properly and accurately.

Qualifications

• Dedicated to providing superior customer service.
• Exceptional phone and interpersonal skills.
• Exceptional written and verbal communication skills.
• Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment.
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner.
• Ability to talk and type accurately; typing speed of at least 40 wpm.
• Proficient in Microsoft Word, Outlook, Excel.
• Availability to work a variable schedule between the hours of 7:00 AM and 8:00 PM, Monday through Saturday, based upon business needs.
• Physical Requirements: Ability to sit for extended periods of time. Accurate speech, hearing, and listening abilities.

Benefits

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

Pay Range: $25 USD - $27 USD

About Service Champions

A career with Service Champions can change your life. Recognized as one of Orange County’s top places to work, many of our employees have shared that they love working here and the success it has brought them. You can be proud to be a part of Service Champions. We are a nationally recognized residential heating and air conditioning company that serves Southern California homeowners. Because our clients love our service and friendliness, we continue to grow at a rapid pace, which means terrific opportunities for people with a great attitude and a heart for service.

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws. Additionally, we will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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