Job Description

About This Role

The Customer Care Advocate will strive for 100% customer retention. Meeting with customers to ensure alignment between customer needs and service agreement deliverables. Establishes and maintains long-term trust relationship with assigned accounts and insures a very high degree of customer satisfaction. This person is expected to be the point of contact for all customer issues. Identifies and coordinates efforts between sales and operations to resolve customer issues. Evaluates and identifies specific positive and negative processes to improve satisfaction and reduce customer problems. And promotes the use of additional services and products and provides sales leads.

This role is a great fit for you excel at building relationships, have outstanding customer service and love working with cross-functional teams. This is the ideal role for those that are adept at assessing and understanding both the immediate and future needs of customers.

Key Responsibilities

• Maintain and develop relationships with assigned contract customers via face-to-face and virtual meetings

• Support Service Agreement escalations and partner with operations teams to build out Service Agreement customer strategies

• Attend to customer needs and requests, serving as liaison between Sales and Operations teams

• Ensure Service Agreement are renewed on time with current customer purchase order

• Track action items to completion, ensuring customer satisfaction

• Work with the Sales and Operations leadership to renew the service agreements of assigned customers at profitable margins

• Seek out potential sales opportunities including customer's budgeted upgrades or expansions, forwarding these opportunities to Sales Leader for assignment

• Seek out end user information for digital service agreements

​ Required Qualifications

• High School Diploma or GED

• 2+ years of experience within HVAC or plumbing, or electrical work, or building maintenance

Preferred Qualifications

• Bachelor's degree in related field preferred

• Knowledge of the industry, market and key market participants

• Ability to work in a highly team-oriented and dynamic environment

• Demonstrated strong written, verbal and presentation skills to effectively develop expectations and relationships with internal and external customers

• Self-motivated and able to manage many simultaneous actions and requests

• Extremely comfortable operating in a technical environment utilizing Microsoft based computer software

• Goal-orientated with strong time management and organizational skills