Overview:
Home Performance Alliance - Customer Service Liaison
The Customer Service Liaison will serve as a vital link between the company and its customers, managing support concerns, scheduling warranty appointments, and ensuring seamless communication throughout the installation and service process. Reporting directly to the VP Finance and Administration, this role will play a pivotal part in maintaining customer satisfaction and upholding the company's service standards.
Responsibilities:
- Promptly respond to incoming customer support inquiries via phone, text, and email, ensuring timely resolution.
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Proactively make outbound calls to provide updates on installation and service status, keeping customers informed.
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Schedule warranty appointments for the Service Department, coordinating with relevant teams and customers.
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Accurately enter and maintain customer records and job-related information into the CRM Database.
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Conduct audits of orders for accuracy post-confirmation upload, maintaining data integrity.
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Support PSG/CIT for assigned division(s), acting as a liaison between customers and internal departments.
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Manage routine customer concerns and escalate issues as necessary, ensuring timely resolution.
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Support division(s) in Accounts Receivable collections and management, adhering to company policies.
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Engage customers and encourage positive reviews, through Podium and Google.
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Perform other duties as assigned by the VP Finance and Administration.
Qualifications:
- High school diploma or GED equivalent required; Bachelor's degree preferred.
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Minimum 5 years of customer support experience, preferably in the home improvement industry.
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Strong service-oriented mindset with the ability to multitask and work well in a team environment.
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Excellent communication skills, both verbal and written, with experience in multi-phone line systems.
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Proficient in Microsoft Excel and data entry, with a high level of technological competency.
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Strong organizational skills and attention to detail, with a proactive problem-solving approach.
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Experience in the construction industry is advantageous.
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Ability to pass a drug screen and background check.
This is a full-time position with potential for overtime pay, offering a comprehensive benefits package including paid vacation/personal time, health care options, and a 401k plan with company match. We look forward to welcoming qualified candidates to our team!
HPA is firmly committed to the principle of equal employment opportunity. HPA offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military and or other prohibited bases of discrimination, both state and local. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass pre-employment background checks. We are a second chance employer; prior background does not disqualify you from consideration.
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