Benefits:

Bonus based on performance

Company parties

Dental insurance

Health insurance

Training & development

Job Summary

Conduct post-service follow-ups to ensure customer satisfaction, address concerns, and gather feedback. Maintain strong relationships through personalized communication, service reminders, and loyalty incentives. Promote maintenance plans, handle escalations, and provide proactive support to enhance the customer experience and encourage repeat business.

Responsibilities

Tracking Service History: Maintain an organized record of customer interactions, service history, and follow-up conversations to ensure continuity in communication and personalized service.

Personalized Thank You Notes: Send handwritten or digital thank-you notes after major service milestones, such as installations or system replacements, to show appreciation and reinforce customer loyalty.

Upselling & Cross-Selling: Based on customer needs, offer upgrades, such as higher-efficiency units or advanced air filtration systems, while emphasizing the benefits and potential long-term savings.

Maintenance Plan Promotion: Encourage enrollment in the company’s HVAC maintenance plans by explaining the cost savings and peace of mind that come with regular service checks and priority scheduling.

Seasonal Check-ins: Reach out to customers ahead of the change in seasons (i.e., before summer or winter) to schedule preventative maintenance or offer system tune-ups to avoid unexpected breakdowns.

VIP or Special Customer Engagement: Identify long-term or high-value customers for exclusive offers, VIP service, or personalized outreach to further enhance their customer experience.

Customer Satisfaction Monitoring: Monitor customer sentiment through social media, online reviews, and feedback channels to address any potential issues proactively and manage the company’s online reputation.

Community Engagement: Reach out to customers for participation in community events, educational seminars, or HVAC-related workshops hosted by the company, strengthening brand visibility and relationships.

Emergency Service Follow-Up: After an emergency service, follow up to ensure the system is functioning properly, inquire about any lingering concerns, and check if any additional services are needed to ensure the system’s optimal performance.

Referral Follow-Up: When a customer refers someone, reach out to express gratitude and ensure the new customer receives exceptional service, reinforcing the value of their referral.

Regular Satisfaction Checkpoints: Set up quarterly or biannual calls to check in with customers, ensuring ongoing satisfaction and addressing any potential future needs.

Promotional Marketing: Regularly email customers marketing materials, promotions, and special offers to keep them informed about seasonal discounts, new services, and exclusive deals, increasing engagement and customer retention.

Qualifications

High school diploma/GED

Previous experience as a Customer Relation Specialist or in a similar role is preferred

Comfortable using computers and customer management software

Excellent phone and verbal communication skills

Understanding of active listening techniques

Ability to work well under pressure

Highly organized with the ability to prioritize projects and manage time effectively