Job Description

We are seeking  an organized multi-tasker with exceptional customer service skills to join our team as a Customer Service Coordinator. As a Customer Service Coordinator, you will manage clients’ orders as well as the relationships with clients from the time of the order through the installation. The Customer Service Coordinators at Utility Concierge own the relationships we have with our clients and pride themselves on always providing mind-blowing customer service.

JOB DESCRIPTION

JOB SUMMARY/KEY OBJECTIVES: 

• Coordinating all aspects of a customer’s order(s) for various home utilities, security, and automation services 
• Manage all aspects of the customer order: review orders, place orders, solve order issues, and coordinate with Utility Concierge’s clients

MEASURABLE OUTCOMES:

• First-class customer experience
• Order retention
• Effective pipeline management
• Daily productivity as measured through number of orders pulled from Service queue
• Call Quality

ESSENTIAL JOB FUNCTIONS/DUTIES:

• Review customer orders to ensure accuracy and validity
• Place customer orders using the correct order entry method specified in the Coordinator Training Procedure; follow the Day Plan in the Coordinator Training procedure (i.e. pipeline management, daily dashboard, etc.)
• Solve order challenges by identifying the issue and coordinating between the customer, provider, and Utility Concierge Sales representative to ensure customer satisfaction and order retention
• Communicate effectively via phone, email, and SMS with customers from Order Review through Post-Order Installation
• Make outbound and inbound calls, emails, and texts to customers, providers, and internal Utility Concierge employees 
• Optimize customer experience by serving as the main point of contact for any requests or questions post-order placement
• Provide a first-class customer experience from order review through post-order installation  
• Demonstrates professionalism in communication to clients, provider partners, and colleagues 
• Reviews the DocuSign case queue to evaluate new orders, ensure accuracy of customer information, and generates DocuSign documents based on Provider requirements
• Other job duties as assigned and deemed appropriate by management

BASIC QUALIFICATIONS:

• High school diploma or equivalent

OTHER QUALIFICATIONS:

• Excellent verbal and written communication
• Ability to make outbound phone calls for 3+ hours a day
• Ability to work in effectively in Salesforce and a variety of provider entry systems
• Demonstrated attention to detail and organizational skills; ability to manage multiple-step processes with corresponding tasks completely and accurately under general supervision
• Demonstrated ability to problem solve through a methodical and logical approach 
• Exhibits strong professionalism in all situations
• Possess a strong sense of ownership over assigned responsibilities

PREFERRED QUALIFICATIONS:

• Prior order processing experience
• Prior vendor coordination experience

WORK ENVIRONMENT: Office Setting

#CB 

Company Description

Utility Concierge was founded in 2009 to provide a complimentary service that saves residential customers time, money and stress during the moving process all while giving them access to the best rates in their area. Individuals seeking employment at Utility Concierge are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status or sexual orientation. We are proud to be a family-oriented company and pride ourselves on your culture. Read about our people and values here: https://utilityconcierge.com/about.php#culture We are growing at a fast pace and are hiring for other exciting roles as well. Check out our job openings here: https://utilityconcierge.com/careers.php