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Kennard Associates Customer Success Agent (HVAC & Plumbing) in Scottsdale, Arizona

Job Title: Customer Success Agent - HVAC & Plumbing

Location: Scottsdale, AZ

Compensation: $24 - $28.75 / hourly 

Customer Success Agent Job Description:

As a Customer Success Agent specializing in HVAC and Plumbing, you will play a pivotal role in enhancing customer satisfaction, building long-term relationships, and ensuring the success of our clients. Your responsibilities will include:

  1. Customer Relationship Management:

  • Act as the primary point of contact for our HVAC and Plumbing customers.

  • Build and nurture strong, lasting relationships with clients, understanding their unique needs and challenges.

  • Proactively engage with customers to ensure their expectations are met and exceeded.

  1. Technical Expertise:

  • Utilize your deep knowledge of HVAC and plumbing systems to provide expert guidance, ticket prioritization, and escalation.

  • Collaborate with our technical teams to address complex issues and ensure timely resolution.

  1. Customer Feedback and Improvement:

  • Gather customer feedback and insights to identify areas for improvement in our products and services.

  • Collaborate with internal teams to drive continuous improvement initiatives based on customer input.

  1. Issue Resolution:

  • Effectively manage and resolve customer inquiries, scheduling needs, complaints, concerns, or issues in a timely and satisfactory manner.

  • Ensure that all customer inquiries and support requests are logged, tracked, and resolved.

  1. Documentation and Reporting:

  • Maintain detailed records of customer interactions, feedback, and support requests.

  • Generate reports and provide insights to the management team on customer satisfaction and areas requiring attention.

Requirements:

  • Minimum of 3 years of experience in the HVAC and Plumbing industry.

  • Experience prioritizing field technician service routes  

  • Strong technical knowledge of HVAC and plumbing systems and components.

  • Exceptional communication and interpersonal skills.

  • Proven track record of building and maintaining customer relationships.

  • Excellent problem-solving abilities and a customer-centric mindset.

  • Proficiency in Oracle NetSuite and other relevant tools.

  • Ability to work independently and as part of a collaborative team.

  • Strong organizational skills and attention to detail.

Benefits:

  • Competitive salary and performance-based bonuses.

  • Health, dental, and vision insurance.

  • Retirement savings plan (401(k)) with employer match.

  • Ongoing training and professional development opportunities.

  • A supportive and collaborative work environment.

  • Opportunities for career advancement within the company.

If you are a highly motivated and experienced Customer Success Agent with a passion for the HVAC and plumbing industry, we encourage you to apply. Join our team and be a part of delivering top-notch customer experiences in the HVAC and plumbing sectors.

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