Client Services Specialist

Job Summary:

We’re looking for an enthusiastic Client Services Specialist! Join HELP Plumbing, Heating, and Cooling, and you’ll be the friendly voice that helps our clients navigate their needs, ensuring they have a seamless and enjoyable home services experience. As a Client Services Specialist, you’ll engage with clients promptly and professionally, resolving their inquiries and concerns with a smile. If you thrive in a fast-paced, team environment and enjoy building lasting relationships, this is the perfect opportunity for you!

Key Responsibilities:

• Receive a high volume of inbound calls in a fast-paced environment and make outbound calls to existing clients, booking appointments at a high conversion rate.
• Able to quickly identify the client’s request or concern, efficiently provide the most effective solution, and de-escalate any concerns.
• Effectively use critical thinking skills to solve problems for clients while consistently using the best judgment to determine the best solution
• Proactively gain and maintain a complete understanding of our portfolio of products and services.
• Efficiently enter accurate and detailed records of client interactions and actions taken while multi-tasking client calls, minimizing hold times.
• Achieve productivity standards and goals set by the company while maintaining high-quality calls and following expected call flows and scripts

Qualifications & Requirements: 

• 2 years of Call Center experience preferred 
• HVAC & Plumbing Industry experience is a plus 
• Ability to talk and type accurately; typing speed of at least 40-45 wpm
• Dedicated to providing superior client service
• Ability to manage multiple priorities within a fast-paced environment
• Strong judgment skills to make sound business decisions
• Proficient in Microsoft suite, and CRM or other call center software
• Physical Requirements: Works in an office environment, remaining seated for extended periods. Frequently operates a computer and standard office equipment. Moves around the office to access materials, attend meetings, and interact with colleagues. Occasionally lifts items up to 15 lbs. Communicates accurately with internal and external stakeholders. Reasonable accommodations may be made. 

Benefits:

• Monthly bonuses & spiffs
• Medical, Dental, Vision Benefits - Tri-Health, Mercy, HSA
• Paid time off (PTO) & Holiday pay.
• 401K - Retirement Savings Plan
• Company Paid Life Insurance
• Ongoing Training & Career Development.
• Team lunches, spirit days, and celebrations
• Nectar Employee Recognition Perks
• Gym membership reimbursement

Work Environment: 

This position operates in an office environment and requires the ability to remain in a stationary position for extended periods of time. Frequently operates a computer and other standard office equipment.  Occasionally moves items up to 20 pounds. Ability to communicate and exchange accurate information with internal and external stakeholders is required. Must be able to work under centrally controlled fluorescent lighting. Reasonable accommodations may be made to perform essential functions.

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About HELP

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana. To ensure that our clients’ expectations are exceeded, HELP takes great care when selecting individuals to join the team. Our employees embrace our commitment to do the job right the first time with good equipment and materials, with honesty and without shortcuts. By embracing this policy, our employees prosper right along with the company and enjoy solid job security. Not a heating, cooling, plumbing or electrical expert? Don’t worry. We can teach you everything you need to know!

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

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