Customer Solutions Specialist

Job Description

Penning Plumbing Heating and Cooling is looking to hire a Customer Solutions Specialist to quarterback issues from first interaction through to completion with style and grace. You are the customer’s friend, mentor, liaison, information provider, appointment booker, and overall right-hand for all their home needs.

Our employees are also eligible for generous benefits including paid time off, wellness benefits, life & disability insurance options and a 401k match. If you feel that you would be right for this job, please fill out our application. We look forward to meeting you!

Job Responsibilities

• Speak with customers via live chat, phone, and/or email channels, taking ownership of their needs and managing them to completion. 
• Educate customers about membership opportunities and benefits. 
• Book services and ensure completion/satisfaction. 
• Build sustainable relationships and trust with customers through open and interactive communication. 
• Meet targets with regard to contract rates, bookings, memberships, and other key performance indicators. 
• Be a fierce advocate for our members, keeping their best interests at the forefront of every interaction. 
• Better than average skills in working with and understanding numbers as needed to process & reconcile Accounts Payable daily entries and monthly reconciliation.
• Managing multiple vendor accounts through this process, recognition of material vs. tools vs. supplies & proper coding of all entries.
• Accounts Receivable management, daily deposit entry and reconciliation from CC processors into our accounting system. Filing of all appropriate permits to appropriate governmental units. 
• AR duties also include monitoring slow or no pay accounts, contacting customers for payment, and filing small claims actions including all necessary follow-ups when necessary.
• AP duties include entry of all payables with proper account coding, month-end reconciliation of accounts, electronic filing of all billings, and other associated responsibilities.

Job Requirements:

• Proven customer support, client service, or direct client-facing experience and skill.  
• Strong contact handling skills across phone, live chat, and email is essential, including active listening, grammar, spelling, and typing speed.  
• Familiarity with CRM systems and practices. 
• Customer-oriented, with an ability to adapt and respond to different personalities. 
• Excellent communication and presentation skills. 
• Ability to multitask, prioritize and manage time effectively. 
• *Bonus points if you have experience in the home services space. 
• You are customer-centric. You are patient, empathetic, and passionately communicative. 
• You are a problem-solver. You are confident at troubleshooting and investigating if you don’t have enough information. You treat each customer as an individual with unique concerns and problem-solve appropriately.  
• You are a self-starter. You always want to go the extra mile to create the perfect member experience, educate yourself, and identify opportunities to improve yourself and your team.  
• You can “roll with the punches.” You thrive in a fast-paced and dynamic atmosphere and have a strong intention to own and help define the member experience.

Benefits

• Paid time off
• Wellness benefits: Company-paid (with employee participation) medical, dental, and vision for you and your dependents
• 401k match
• Life & disability insurance options

Job Type:

Full-Time position

Pay:

$35k to$40k to start based on skill levels.

About The Company

Penning Plumbing Heating and Cooling is a radically better home services platform combining world-class technology and next-generation service solutions. Being radically better requires new end-to-end solutions for both businesses and consumers.

At Penning Plumbing Heating and Cooling, we use the term “Customer Solutions” because we believe “support” and “service” are only a piece of what our customers really want: Solutions to their home service needs. 

Penning Plumbing Heating and Cooling is looking to hire a Customer Solutions Specialist who pride themselves on providing world-class customer experiences.

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.