Customer Engagement Specialist

Mister Greenway Plumbing Heating & Air

Bartlett (TN)

On-site

USD 40,000 - 50,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

401(k) Matching

Paid Holidays

PTO

Job summary

Mister Greenway Plumbing Heating & Air in Bartlett, TN is hiring a Customer Service Specialist to handle inquiries, resolve concerns, and coordinate with field teams. You will document cases, communicate clearly, and build positive relationships with customers.

The role requires 3-4 years in customer service or call center environments, strong problem-solving abilities, and professional English communications. In-office schedule is Monday-Friday with benefits including health and 401(k).

Qualifications

3-4 years of customer service, customer relations, call center, or complaint resolution experience.
Experience handling inbound and outbound customer communications.
Strong communication and problem-solving skills.
Ability to manage difficult conversations professionally.
Reliable and punctual attendance.

Responsibilities

Investigate and resolve customer concerns and complaints.
Document customer interactions and case details accurately.
Serve as the primary point of contact for customer escalations.
Coordinate with internal teams to resolve customer issues.
Escalate unresolved concerns to management when necessary.
Keep customers informed throughout the resolution process.
Follow up on open issues until resolution is complete.
Build positive relationships and strengthen customer loyalty.
Identify and retain at-risk customers.
Handle property damage and service-related claims.
Collect photos, documentation, and incident information.
Coordinate claim investigations with field teams and management.
Maintain accurate records of complaints and claims.
Contact customers after service to verify satisfaction.
Document customer feedback and identify trends.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

High School Diploma or GED

Job description

Overview

Who We Are

We have hard-working teams dedicated to our company's continued success, and we reward employees for their contributions. We prioritize our people and welcome you into the family through ongoing training, career development, comprehensive benefits, and a matching 401(k).

With opportunities for growth and performance-based incentives, your effort and commitment directly impacts your success.

What's It Like to Work Here

We're fun, ambitious, innovative, and driven by exceptional customer experiences. We believe our employees are the foundation of our success, and we invest heavily in both personal and professional growth.

Our culture is built around teamwork, accountability, and helping our customers and team members succeed.

Who You Are

You are a customer-focused professional who enjoys helping people and resolving concerns. You are an excellent communicator, stay calm under pressure, and are committed to creating positive customer experiences.

You take ownership of customer issues, work collaboratively with internal teams, and ensure every customer feels heard, valued, and supported.

Essential Job Functions

Investigate and resolve customer concerns and complaints.
Document customer interactions and case details accurately.
Serve as the primary point of contact for customer escalations.
Coordinate with internal teams to resolve customer issues.
Escalate unresolved concerns to management when necessary.
Keep customers informed throughout the resolution process.
Follow up on open issues until resolution is complete.
Build positive relationships and strengthen customer loyalty.
Identify and retain at-risk customers.
Handle property damage and service-related claims.
Collect photos, documentation, and incident information.
Coordinate claim investigations with field teams and management.
Maintain accurate records of complaints and claims.
Contact customers after service to verify satisfaction.
Document customer feedback and identify trends.
Monitor survey results and respond to customer concerns.
Encourage customer participation in satisfaction surveys.
Identify opportunities to improve the customer experience.
Collaborate with operations and leadership teams.
Meet customer satisfaction and resolution goals.
Occasionally travel to customer homes for customer care visits.

Essential Job Requirements

To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications

High School Diploma or GED equivalent.
3-4 years of customer service, customer relations, call center, or complaint resolution experience.
Experience handling inbound and outbound customer communications.
Strong communication and problem-solving skills.
Ability to manage difficult conversations professionally.
Strong organizational and time management skills.
Customer-focused mindset with a passion for helping others.
Ability to work independently and make sound decisions.
Basic computer proficiency and ability to learn new software systems.
Reliable and punctual attendance.
Fluent ability to speak, read, and write English.
Valid driver's license for occasional customer visits.

Preferred Qualifications