Job description

The Quality Assurance - Customer Care Coordinator will work with both external and internal customers to investigate and resolve customer issues and/or complaints. This position will work on-site at our office located in Tinton Falls New Jersey. The hours are Monday - Friday with a "as needed" rotation on Saturdays.

RESPONSIBILITIES

• Receives incoming telephone call from customers and enters customer data into the computer.
• Responds to customer concerns related to discrepancies, damages, or any other service-related issue.
• Investigates customer complaints by talking with all parties involved and reviewing all information necessary.
• Responsible for resolving customer issues by negotiating fair resolutions.
• Listens and responds to customers while documenting telephone conversations.
• Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
• Research complex issues and communicates with departmental personnel to resolve discrepancies.
• Communicates with customers and departmental personnel via telephone, email, and/or written correspondence to answer inquiries and provide information.
• Works closely with dispatching to ensure consistent communication of service information and appointments.
• Completing follow up calls once visit is completed to ensure customer satisfaction.
• Assist Call Center on occasion for inbound calls
• Other duties as assigned.

REQUIREMENTS

• A High School diploma, or GED equivalent, and 1-3 years of Customer Service and/or a related service experience required.
• Ability to thrive in a fast-paced environment.
• A strong degree of self-motivation to provide exceptional customer service to customers by various communication means
• Excellent organizational skills and the ability to coordinate multiple appointments.
• Must be computer literate with knowledge of Microsoft Office products.
• Call center experience a plus
• Experience in the HVAC industry or Basic HVAC knowledge a plus

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Eatontown, NJ 07724: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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