Customer CARE Representative - Piedmont Service Group

Customer CARE Representative

Piedmont Service Group is a privately held company that has been in business since 1971. We have approximately 275 employees working out of our offices across the states of North Carolina, South Carolina and Virginia.

We are currently looking to add a Customer CARE Representative (Wilmington, NC) to the Team.

Benefits:

• Medical
• Vision
• Dental
• Company Paid Short- and Long-Term Disability
• Company Paid Life Insurance
• FSA
• 401k with Company Match and Profit-Sharing Plan
• Accident and Critical Illness
• Three weeks of Paid Time Off in your first year of hire
• Paid Holidays
• Wellness Incentives

Essential Core Competencies and Responsibilities:

• Customer service oriented and always able to empathize with the customers point of view, relate and build relationships through serving customer needs both proactive and reactively.
• Proactively and consultatively manage the maintenance base to ensure value is being offered and recognized by the customer.
• This role will provide disruptive support and thorough consultative guidance by connecting the customer with service solutions, special project CapEx plans, Energy Services and Controls consultation.
• Be a key stakeholder and contributor to the contract renewal process including proactive communications as required, contract reviews, changes, deductions or escalations.
• Proactively meet with the top 20 customers of each location at least 2 times per year, setting 3-5 customer in person or virtual zoom meetings per week.
• Actively own and resolve maintenance contract concerns including billing, collection, and service quality.
• Manage the <$2,500 contract adds, deducts, changes and funnel opportunities above this threshold to the appropriate MSR.
• Provide same day responses to customer calls and emails.
• Work with service manager on pricing all renewals and own renewal process.

Specialized Knowledge Requirements:

• 5 or more years of HVAC Maintenance sales, customer service, HVAC field service or background that centers on account/contract management in a customer facing role.
• Experience with HVAC Services and maintenance agreement development, sales or account management is strongly preferred.
• Broad knowledge of customer expectations and success drivers to provide PSG facilitate solutions based on customer situation.
• Strong business acumen and analytical skills on contract performance, metrics, contract financial performance and other metrics relating to total customer value.
• Appropriate proficiency with Key2Act software, Microsoft PowerBI, and Salesforce.
• Basic knowledge of commercial/industrial HVAC equipment and building Automation Systems.
• Effective user of Microsoft office (Outlook, Excel, Word)
• Strong organization and follow up skills to provide timely feedback to customers and/or updates to GM/ operations/ service managers.
• Strong business acumen as it relates to transactions, invoicing, A/P, A/R, contract analysis and other similarly related business areas.
• Highly effective interpersonal style and communication skills.
• Strong written and verbal communication skills.

Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or status as a protected veteran.

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