Client Services Representative

Swan Heating and Air Conditioning, Inc.; Commerce City (CO); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off (PTO)

Training and development

Company culture

Job summary

Swan Heating and Air Conditioning, Inc. is seeking a friendly Client Services Representative to be the first voice our clients hear, guiding them through appointment scheduling and service inquiries.

You will handle calls, assist customers, and ensure a smooth overall experience. The role requires strong communication, multitasking, and problem-solving skills, with responsibilities including booking appointments, documenting interactions, and maintaining product knowledge.

Qualifications

• 1-3 years of Call Center experience preferred.
• HVAC & Plumbing industry experience is a plus.
• Typing speed of at least 45 wpm.
• Dedicated to providing superior client service.
• Ability to manage multiple priorities within a fast-paced environment.
• Strong judgment skills to make sound business decisions.
• Proficient in Microsoft Suite Products, experience with SERVICE TITAN a plus.
• Bilingual Spanish is a plus.

Responsibilities

• Handle a high volume of inbound calls and book appointments with a high conversion rate.
• Identify client needs quickly and provide effective solutions, de-escalating concerns.
• Use critical thinking to solve client issues with sound judgment.
• Maintain up-to-date knowledge of our products and services.
• Enter accurate records of client interactions while multitasking calls.
• Meet productivity targets while delivering high-quality calls and following scripts.

Skills

Call Center Experience

HVAC/Plumbing Industry

Typing 45 wpm

Superior client service

Multitasking

Judgment skills

Microsoft Suite

ServiceTitan

Bilingual Spanish

Tools

ServiceTitan

Job description

Job Overview

Are you passionate about delivering outstanding customer service? We’re looking for enthusiastic Client Services Representatives to join Swan Plumbing, Heating, and Air Conditioning. You’ll be the friendly voice that helps our clients navigate their needs, ensuring they have a seamless and enjoyable experience.

Job Overview

Are you passionate about delivering outstanding customer service? We’re looking for enthusiastic Client Services Representatives to join Swan Plumbing, Heating, and Air Conditioning. You’ll be the friendly voice that helps our clients navigate their needs, ensuring they have a seamless and enjoyable experience. As a Client Services Representative, you’ll engage with clients promptly and professionally, resolving their inquiries and concerns with a smile. If you thrive in a fast-paced environment and enjoy building lasting relationships, this is the perfect opportunity for you!

Key Responsibilities

• Receive a high volume of inbound calls in a fast-paced environment and make outbound calls to existing clients, booking appointments at a high conversion rate.
• Able to quickly identify the client’s request or concern, efficiently provide the most effective solution, and de-escalate any concerns.
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Proactively gain and maintain a complete understanding of our portfolio of products and services.
• Efficiently enter accurate and detailed records of client interactions and actions taken while multi-tasking client calls, minimizing hold times.
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts

Qualifications

• 1-3 years of Call Center experience preferred
• HVAC & Plumbing Industry experience is a plus
• Ability to talk and type accurately; typing speed of at least 45 wpm
• Dedicated to providing superior client service
• Ability to manage multiple priorities within a fast-paced environment
• Strong judgment skills to make sound business decisions
• Proficient in Microsoft Suite Products, experience with SERVICE TITAN a plus
• Bilingual Spanish is a plus

Benefits

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

Work Environment

Works in a professional office environment using computers, phones, and standard office equipment. Primarily seated with occasional standing and walking. Must be able to communicate effectively with customers and team members and accurately exchange information in person and by phone. Reasonable accommodations may be made to perform essential functions.

#SWNP

Pay Range: $21 USD - $25 USD

About SWAN

Our team of master plumbing, heating and air conditioning technicians are dedicated to providing professional quality plumbing and HVAC services to residents and families throughout the Denver metro area. Our teams of highly qualified plumbers and technicians are always equipped with stocked work trucks to get the job done and resolve your issues quickly. We are always hiring friendly people who share our values of character, honor, and integrity.

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