Customer Success Representative - Sterling, United States - D.M.H. Electrical Contractors
D.M.H. Electrical Contractors
Sterling, United States
Verified Company
3 weeks ago
Description
Job Overview:
Key Responsibilities:
-
Customer Support and Relationship Management:_
- Build and maintain strong, longlasting customer relationships by understanding their needs and expectations.
- Ensure timely and effective resolution of customer issues and concerns.
Service Coordination:_
- Schedule and coordinate electrical service appointments.
- Communicate with field technicians to ensure they are aware of customer requirements and service details.
- Follow up with customers postservice to ensure satisfaction and gather feedback. Including requesting Google or business reviews.
Account Management:_
- Manage customer accounts, including updating contact information, service records, and billing details.
- Work with Accounting to assist customers with billing inquiries and processing payments.
- Provide information on additional services and products that may benefit the customer.
Problem Resolution:_
- Address and resolve customer complaints and service issues, escalating to management as necessary.
- Monitor customer service metrics and report on trends to identify areas for improvement.
Customer Education:_
- Educate customers on the use and maintenance of electrical systems.
- Guide energysaving practices and safety tips.
Team Collaboration:_
- Collaborate with the sales and technical teams to ensure seamless service delivery.
- Participate in regular team meetings to discuss customer feedback and service improvements.
Electrification Services:_
- Collaborate with Qmerit, Tesla, and dealership requests for home EV charging installations.
- Learn and support customers through different electrification projects and services. Including EV charging, Generators, battery systems, and more.
Qualifications:
- 3+ years of proven experience in a customer service or customer success role, preferably in the electrical or service industry.
- A college degree in business, marketing, construction, or another related field is preferred but not required.
- High school diploma or equivalent; additional education or certification in customer service or related fields is a plus.
- Excellent communication and interpersonal skills.
- Strong problemsolving abilities and a proactive approach to customer service.
- Ability to manage multiple tasks and prioritize effectively.
- Knowledge of electrical systems and services is an advantage, but not required.
- Detailoriented with strong problemsolving abilities.
- Strong organizational skills.
- Ability to manage multiple projects at the same time.
- Clean background check.
Compensation:
- Hourly pay plus overtime
- Health, Dental, and Vision plans
- Paid time off
- Paid Holidays
- Paid Birthday Off
- 401K match
- Profit Sharing
- Continuing Education stipend
Pay:
From $26.00 per hour
Expected hours:
per week
Benefits:
- 401(k)
- 401(k)
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Vision insurance
Compensation package:
- Bonus opportunities
- Performance bonus
- Profit sharing
- Yearly bonus
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No nights
- No weekends
- Overtime
Experience:
- Customer service: 3 years (required)
Ability to Commute:
- Sterling, MA required)
Ability to Relocate:
- Sterling, MA 01564: Relocate before starting work (required)
Work Location:
In person
