JOB SUMMARY: The Customer Care Representative for our Commercial HVAC Service Business is a strategic role focused on building, nurturing, and expanding relationships with our commercial clients. The ideal candidate will leverage industry expertise and exceptional communication skills to drive customer satisfaction, ensure seamless service delivery, and identify growth opportunities in our service portfolio. This role bridges the gap between our clients' needs and our technical teams, ensuring that our HVAC solutions consistently meet and exceed expectations.
KEY RESPONSIBILITIES:Client Relationship Management: - Develop and maintain strong, long-term relationships with key commercial accounts.
- Serve as the primary point of contact for client inquiries and account issues, ensuring prompt and effective resolution.
- Assist in the development and implementation of an updated customer CARE program. The CARE program will focus on prioritizing opportunities for developing strategic client relationships, as well as coordinating with Service Managers and Sales Associates assigned to support the accounts as needed.
Account Growth & Strategy: - Identify opportunities to expand service offerings within existing accounts and assist in closing upsell and cross-sell opportunities.
- Collaborate with sales and technical teams to develop customized solutions that align with clients' evolving needs.
- Monitor account performance, analyze trends, and prepare strategic account reviews.
Service Coordination & Contract Management: - Coordinate with internal service teams to schedule and oversee HVAC maintenance, repairs, and installation projects.
- Ensure that service agreements and contracts are effectively managed and adhered to.
- Address any service discrepancies or client concerns in a timely manner.
- Ensure that service agreements are properly loaded into the sales/service/accounting software systems and contracts are effectively managed and adhered too.
Communication & Reporting: - Immediately evaluate, address, and communicate any customer/employee complaints, issues, or call-backs to the assigned Service Manager.
- Provide regular updates and reports on account status, including performance metrics, service issues, and growth opportunities.
- Act as a liaison between the client and internal teams, ensuring clear communication and efficient problem resolution.
- Schedule face to face Customer Steering Team Meetings, depending on size, quarterly, semiannually, annually.
- Complete a minimum of ten (10) CARE calls every week. Customers should be chosen from the outstanding invoices list, recently completed PM's and/or invoiced T&M work orders and recently completed Capital Plans. Update the CARE call spreadsheet daily. These calls should include discussions about the quality of service's received, requesting customer PO's and collections of past due invoices.
- The Customer Care Representative is to copy the Account Manager on all 1st attempts to acquire customer PO's. If the PO is not received in a timely manner, then the account Manager is to take it over from that point to work with customer to get PO for work completed.
Market Intelligence: - Stay informed about industry trends, competitor activities, and technological advancements in HVAC services.
- Provide feedback and insights to help shape service improvements and strategic initiatives.
Requirements
QUALIFICATIONS & SKILLS:Education & Experience: - Bachelor's degree in Business, Marketing, Engineering, or a related field.
- Proven experience in customer care / account management, preferably within the HVAC, facilities management, or commercial services industry.
Industry Knowledge: - Strong understanding of commercial HVAC systems, service requirements, and market dynamics.
- Experience managing service contracts and delivering tailored service solutions is highly desirable.
Communication & Interpersonal Skills: - Exceptional verbal and written communication skills.
- Proven ability to build rapport with clients and collaborate effectively with cross-functional teams.
Analytical & Organizational Skills: - Ability to analyze account performance data and translate insights into actionable strategies.
- Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Technical Proficiency: - Familiarity with CRM systems and proficiency in Microsoft Office Suite.
- Comfortable with basic technical concepts related to HVAC systems and services.
WORKING CONDITIONS:Environment: - Primarily office-based with regular visits to client sites as needed.
- Fast-paced and dynamic work environment, requiring flexibility during peak service periods.
Schedule: - Full-time position with standard business hours and occasional extended hours to accommodate client needs.
APPLICATION PROCESS: - Interested candidates should submit a resume, cover letter, and professional references. We offer a competitive compensation package, opportunities for professional development, and a dynamic work environment.
OTHER DUTIES: - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.
JOB TYPE: - Full-time, Salaried Exempt
WORK LOCATION: - Primary Office - Charleston
Carolina Chillers is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
By submitting your résumé for this position, you understand and agree that Carolina Chillers may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.