Customer Care & Solutions Specialist

johnsoncomfort; Columbus (IN); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Short-term disability

PTO + paid holidays

IRA with company match

Paid training and company education

Company events

Uniforms and boot vouchers provided

Job summary

Johnson Heating, Cooling, and Plumbing in Franklin, Indiana is seeking a Customer Care Representative to drive customer satisfaction by fielding inquiries and maintaining extensive product knowledge. The role operates in a full-time, non-exempt capacity from our Franklin office.

Responsibilities include handling inbound communications, using scripts to guide customers to service solutions, advising on product usage, and maintaining accurate CRM records.

Qualifications

• High School Diploma/GED required.
• Must pass a background check and drug screening.
• 1-2 years of experience in supporting client success.
• Excellent written and verbal communication skills.
• Bilingual a plus, but not required.

Responsibilities

• Manage inbound customer communications: Answer calls and emails to address customer questions, requests, and issues.
• Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home.
• Consult on customer success: Advise customers on leveraging products/services based on their unique needs.
• Maintain working product knowledge: Ensure information given to customers is accurate, up-to-date, and strategic.
• Track interactions in CRM: Record customer interactions in the internal system for cross-functional awareness and relationship development.
• Perform outbound calls to customers and perform upselling responsibilities when necessary.
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs.

Skills

Customer service

Telephone etiquette

Excellent communication skills

Time management

Teamwork

Detail-oriented

Education

High School Diploma/GED

Tools

CRM system

Microsoft Office

Job description

Johnson Heating, Cooling, and Plumbing in Franklin, Indiana is seeking a Customer Care Representative to drive customer satisfaction by fielding inquiries and maintaining extensive product knowledge. The role operates in a full-time, non-exempt capacity from our Franklin office.

Responsibilities include handling inbound communications, using scripts to guide customers to service solutions, advising on product usage, and maintaining accurate CRM records.