WILL CONSIDER CANDIDATES IN AUSTIN OR DFW AREA

Job Overview:
We are seeking a highly motivated and organized Customer Care Coordinator (CCC) to be the first point of contact for our clients and ensure their experience with our company is exceptional. The CCC will play a critical role in managing client communications, coordinating service calls, and supporting our Service and Rehab departments to maintain operational efficiency and client satisfaction.

Key Responsibilities:

• Client Communication & First Impressions:
  • Answer all incoming client calls before the third ring using the approved company greeting.
  • Maintain a courteous, professional, and pleasant demeanor in all interactions, fostering a positive team spirit.
  • Prioritize client needs above all other tasks, ensuring clients are enthusiastic about their experience.
  • Respond to email service requests within 30 minutes of receipt.
  • Notify clients promptly if a technician will not arrive within the scheduled time window and reschedule to the client’s satisfaction.
• Service Call Coordination:
  • Assist in dispatching service calls to maximize scheduling efficiency while prioritizing client satisfaction.
  • Collaborate with the Inventory Manager to ensure timely delivery of parts to technicians, minimizing downtime.
• Administrative Duties:
  • Review and submit subcontractor invoices and payroll sheets for processing.
  • Generate and compile weekly performance reports for the Service and Rehab departments, including technician metrics (weekly hours, revenue generated, number of calls, and department breakdown: Service, Rehab, or Warranty).
  • Maintain an updated list of jobs under warranty, track expiration dates, and send out warranty reminder letters.
• Customer Outreach:
  • Proactively contact existing clients to schedule additional service appointments, ensuring the budgeted number of daily service and repair calls is met.
  • Drive replacement leads by maintaining consistent client engagement.

Qualifications:

• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize effectively.
• Experience in customer service, dispatching, or administrative roles preferred.
• Proficiency in [list relevant software, e.g., CRM systems, Microsoft Office, or industry-specific tools].
• Ability to work collaboratively with team members, including Inventory Managers and Technicians.
• Positive attitude and ability to maintain professionalism under pressure.