Customer Care Specialist at National HVAC Service LT

Deptford Township, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

27 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Issue Resolution, Customer Retention, Account Coordination, Communication Skills, Problem Solving, Fact-Finding, CRM Proficiency, Customer Advocacy, Contract Renewal Management

Industry

Facilities Services

Description

Description Position Summary The Customer Care Specialist is responsible for building and maintaining strong, service-focused relationships with Hawks customers. This role ensures a high-quality customer experience, supports retention, identifies growth opportunities, and serves as a key liaison between customers and internal service teams. Essential Duties & Responsibilities Customer Engagement & Experience · Regularly engage with assigned customers to deliver a consistent, “best-in-class” service experience. · Serve as a customer advocate while maintaining professionalism and alignment with Hawks’ service standards. · Communicate with customers through designated channels (phone, email, Teams) based on their service tier and needs. · Respond to customer inquiries promptly with accurate, positive, and knowledgeable communication. · Document all customer interactions, issues, and resolutions in Hawks’ CRM. Issue Resolution & Escalation · Conduct detailed investigations into customer issues, gathering all relevant information and performing thorough fact-finding. · Collaborate with the Service Manager, Customer Experience Team, and other departments to resolve customer concerns. · Escalate issues appropriately to leadership (Service Manager, General Manager, VP) when needed. · Track recurring issues and provide feedback to leadership to support continuous improvement. Customer Feedback & Satisfaction · Monitor customer feedback trends and identify opportunities to improve service delivery. · Respond to all customer surveys with less-than-perfect ratings to understand concerns and drive corrective action. · Follow up on surveys indicating interest in additional services and route leads to management. Contract Renewal & Retention · Review upcoming contract renewals for assigned customers. · Contact customers 90 days prior to renewal to assess satisfaction and confirm continued service needs. · Receive and review all contract cancellation notices; investigate cancellation reasons when not provided. · Conduct follow-up outreach to customers who cancelled within the past 6 months to attempt re-engagement. Growth & Proactive Outreach · Promote Hawks’ available services, capabilities, and new office locations to customers. · Identify opportunities for expanded service offerings and communicate them to the appropriate internal teams. · Support special projects assigned by the manager, which may evolve into ongoing responsibilities. What Success Looks Like · Customers feel supported, informed, and valued. · Issues are resolved quickly, accurately, and thoroughly. · Renewal rates remain strong, with proactive outreach preventing avoidable cancellations. · Customer feedback is used to improve service delivery and strengthen Hawks’ reputation. · Opportunities for additional services are identified and routed effectively Requirements Qualifications · Experience in customer service, customer care, account coordination, or related roles (industry experience preferred but not required). · Strong communication and relationship-building skills. · Ability to manage multiple customer needs in a fast-paced environment. · Strong problem-solving skills with the ability to conduct detailed fact-finding. · Proficiency with CRM systems and documentation practices. · Ability to work independently while collaborating effectively with internal teams.

Responsibilities

The Customer Care Specialist builds and maintains service-focused relationships with customers to ensure a high-quality experience and support retention. They act as a liaison between customers and internal teams to resolve issues and identify growth opportunities.