The Homeowner Support Representative is the mediator between the customer and the manufacturer. The “mission” of HOS is to meet the needs and concerns of the customers by being, empathetic, calming, resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in product registration; co-coordinating onsite visits, product knowledge or inspections with HVAC Dealers, or contractors; providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs.
May include:
- Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers).
- Respond promptly to correspondence via phone, mail, and email.
- Assist with complaints via social media, executives, and BBB.
- Assist coordinating with distributor technical representatives performing site visits.
- Coordinate and distribute mail.
- Perform data entry, review, process, file and maintain documents
- Perform special projects as assigned.
- Consult with internal technical support when necessary.
- Identify and suggest process improvement opportunities.
- Make Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and management.
- Escalate matters of concern/urgency to immediate team lead or manager
- Support cross functional teams as needed, such as the Warranty department
- Assist in the training of new employees.
- Perform other duties as assigned
Nature and Scope:
- Takes direction from lead
Knowledge and Skills:
- Excellent customer service skills; interpersonal skills with ability to diffuse negative situations
- Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers
- Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations
- High level of attention to detail and accuracy
- Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems
- Effective organizational and time management skills
- Ability to interpret and follow work instructions and company policies and procedures
- Ability to apply good judgement, strong work ethics and integrity on the job
Experience
- 2-3 years experience in office environment & customer service
Education:
- High School Diploma/GED
People Management: No
Physical Requirements / Working Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations
Reports to:
- Manager – Homeowner Support
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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