Company Name

Overview

American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.

LOOK at what’s NEW in 2024 for FULL TIME employees:

• Low-Cost Health Insurance Plans starting at $5 a week.
• Enhanced Dental Insurance options. 
• NEW Pet Insurance Plan - Protect all of your loved ones! 
• Free 24/7 Virtual Urgent Care through MDLIVE Telemedicine Services. 
• NEW Legal Insurance Plan available. 

Schedule: M-F 7am-4pm

Salary: $55,000-$65,000 BOE

Responsibilities

In this key customer care role, the Quality Assurance Manager will handle telephone calls and correspondence from customers who have questions and/or concerns that escalate in regards to an interaction they have had with ARS. The QAM will listen patiently and speak empathetically, review invoices, contracts, permits, load calculations, review telephone calls, account information, and apply consultative skills regarding our products, services and pricing.

Responsibilities:

• Beyond a passion for customer service and the ability to communicate effectively, this role requires excellent organizational, verbal, writing and keyboarding skills. Ability to determine initial root cause for situations in efforts to work alongside GM and Line Managers to ensure a proper action plan for improving customer experience and purpose solutions.
• The ability to resolve situations independently when applicable
• Improve and maintain online reputation and brand appeal to all customers
• Work with contractors to ensure repairs are performed to customer satisfaction and in a timely manner
• Consult with and research customer concerns reaching out and providing updates daily to both the customer and line managers until resolution is found
• Reach out to line managers for support when situations become technical in nature
• Communicate with line managers when customer situations involve
• Process paperwork for refunds, review change outs, extend HSP’s, schedule work orders for senior technicians, field managers or service line managers when need to resolve outstanding issues
• Provide releases for applicable cases
• Implementation and initiatives for Podium and In-Touch Programs.
• Keep all employees at the branch updated daily with Net Promotor Scores, HD IVOC, VOC Scores NPS, and BBB Rating.
  • Provide Kudos when applicable for scores above the KPI of 68 both at an individual level and branch level
  • Send out morning updates on the branches score(s) by service line sharing strengths and areas of opportunity
  • Provide PROS remediation training for employees who are below minimum expectations from the NPS surveys at a minimum of once a month
  • Ensure that concerns do not fall through the cracks by speaking with line managers daily and entering all cases and associated documentation into the CRM

KPI’s for this role:

• Ensure that the branch maintains a minimum Net Promotor Score of 68
• In-Touch surveys and Podium Reviews are to be worked daily. Any survey that is received that is scored 8 or below will be worked the day it is received
• Customer Cases should be resolved to customer satisfaction in a timely fashion to prevent Regulatory escalations. The goal is not to have any more than two BBB, State Board or AG complaints in a twelve-month period.
• Become a PROS trainer and ensure all new hires receive PROS training within their first 30 days of hire.

Qualifications

• 3 years of customer service experience.
• 2 years experience in a Quality Assurance position.
  • Preference given to those with prior experience in customer satisfaction and retention.
• Must be computer literate with knowledge of Microsoft Office products.
• Must be able to use general office machines.
• Strong communication and interpersonal skills.

All candidates are required to undergo a pre-employment drug screen, MVR and employment background checks.

ARS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.