Client Resolution Specialist - Calm Problem Solver

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

Benefits offered by this job

Health insurance

Monthly incentives based onPerformance

Overtime Opportunities

401(k) with company match

Paid time off

Job summary

Service Champions Plumbing, Heating & AC is seeking a Client Resolution Specialist for an in-person role at our Brea, California branch. You will engage with clients daily, addressing concerns and delivering timely solutions with a positive attitude in a fast-paced environment.

This full-time, non-exempt position reports to the Client Services Manager and uses CRM tools to document activities. You’ll coordinate cross-functional efforts, escalate when needed, and uphold our commitment to

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.

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.

Skills

Customer service

Phone skills

Written communication

Interpersonal skills

Multitasking

Judgment

Typing 40 wpm

MS Word/Outlook/Excel

Flexible schedule

Physical stamina

Tools

CRM software

Job description

Service Champions Plumbing, Heating & AC is seeking a Client Resolution Specialist for an in-person role at our Brea, California branch. You will engage with clients daily, addressing concerns and delivering timely solutions with a positive attitude in a fast-paced environment.

This full-time, non-exempt position reports to the Client Services Manager and uses CRM tools to document activities. You’ll coordinate cross-functional efforts, escalate when needed, and uphold our commitment to