Client Resolutions Specialist - Champions Group Holdings
Brea, CA
About the Job
Are you passionate about providing outstanding customer service? We're looking for an exceptional Client Resolution Specialist who thrives in a fast-paced environment and excels at multi-tasking. In this role, you'll engage directly with clients every day, addressing their concerns and delivering timely solutions with a positive attitude. This full-time, non-exempt position reports to the Client Services Manager and offers a dynamic opportunity to make a real impact on our customers' experiences. If you're ready to use your problem-solving skills and sound judgment to help others, we want to hear from you!
Key Responsibilities:
- Handle incoming client escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items and communications are fulfilled.
- Ensure client escalations are resolved to the client satisfaction within agreed upon timelines.
- Escalate quickly and proactively all escalations that may exceed established timelines. Identify coaching opportunities, process improvements, and system issues and share them with the appropriate parties.
- Utilize CRM to ensure all activities are documented properly and accurately.
Qualifications:
- Dedicated to providing superior customer service.
- Exceptional phone and interpersonal skills.
- Exceptional written and verbal communication skills.
- Able to manage multiple priorities within a fast-paced, deadline-driven, multi-discipline environment.
- Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner.
- Ability to talk and type accurately; typing speed of at least 40 wpm.
- Proficient in Microsoft Word, Outlook, Excel.
- Availability to work a variable schedule between the hours of 7:00 AM and 8:00 PM, Monday through Saturday, based upon business needs.
Physical Requirements:
- Regularly required to sit; use hands to handle or feel and type
- Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolve issues
- Frequently required to reach with hands and arms
- Occasionally required to stand; walk and stoop, kneel, crouch, or crawl
- May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
Benefits:
- Medical, Dental, Vision
- 401K
- Life Insurance
- Paid Vacation
- Paid Holiday
#CGW
About Champions Group:
Champions Group is a nationwide leading provider of essential home services specializing in heating, air conditioning and plumbing services. With the mission to maintain long term relationships with its customers, Champions Group is dedicated to delivering timely, high-quality services across a comprehensive suite of HVAC, plumbing and electrical products. Champions Group Holdings includes brands from across the country, including Adeedo!, ASI, Bell Brothers, Fetch-A-Tech, HELP, Hobaica, Howard Air, Jet, JW Plumbing Heating and Air, M and M Heating, Cooling, Plumbing & Electrical, Moore Home Services, ProSkill Services, Scottsdale Air, Seatown Electric, Plumbing, Heating & Air, Service Champions, Service Wizard, Sierra Air, Swan Plumbing, Heating & Air Conditioning and Timo's Air Conditioning & Heating.
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. Additionally, we will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.