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Client Concerns Specialist

Company: Service Champions Plumbing, Heating & AC
Location: Brea
Posted on: November 25, 2022

Job Description:

*Service Champions* is a fast-growing Plumbing, Heating and Air Conditioning company that is driven by our 7 Core Values: Integrity, Respect, Compassion, Punctuality, Teamwork, Enthusiasm, and Accountability, as well as our "Good Deeds For Free" brand promise.

At *Service Champions*, we guarantee 100% satisfaction to every client, during every interaction. The Client Resolution Specialist is responsible for handling all client escalations to ensure 100% satisfaction with their experience.

An excellent *Client Resolution Specialist* will possess a diverse skill set in handling Concerns; from listening, multi-tasking and working well under pressure to making sound judgement calls. This position requires direct daily interaction with clients to ensure resolutions of all concerns in a quick and timely manner.

This is a full-time position, including Saturdays, This position is a non-exempt position that reports to the Client Resolution Supervisor.


* 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 fall outside of established timelines. Identify coaching opportunities, process improvements, and system issues and share with the appropriate parties.
* Utilize CRM to ensure all activities are documented properly and accurately.


* 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.


* High School diploma or equivalent required, college preferred.
* Minimum of 1+ years' experience in providing complex client support.


* Regularly required to sit; use hands to handle or feel and type.
* Frequently required to speak, hear, and understand.
* Frequently required to reach with hands and arms.
* Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.


* $22-26/hour
* Excellent Management
* Supportive Team
* Medical, Dental, Vision
* 401K
* Life Insurance
* Paid Vacation
* Paid Holidays


Once hired, all employees must maintain a well-groomed appearance (i.e. business-like haircut, clean shaven (no facial hair), and no visible tattoos.)


* Regularly required to sit; use hands to handle or feel and type
* Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
* Frequently required to reach with hands and arms
* Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
* May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
* Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

_We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws._

_This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time._

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

* 401(k)
* Dental insurance
* Disability insurance
* Employee assistance program
* Employee discount
* Flexible schedule
* Health insurance
* Life insurance
* Paid time off
* Paid training
* Vision insurance
* 8 hour shift
* Day shift
* Monday to Friday
* Overtime
* Weekend availability

Work Location: One location%58047475%

Keywords: Service Champions Plumbing, Heating & AC, Fullerton , Client Concerns Specialist, Other , Brea, California

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