Homeowner Support Lead

Homeowner Support RepresentativeThe Homeowner Support Representative is the mediator between the customer and the manufacturer. The "mission" of HOS is to meet the needs and concerns of the customers by being empathetic, calming, and resourceful, and by displaying outstanding customer service. Customer service is delivered by assisting in product registration; coordinating onsite visits, product knowledge or inspections with HVAC Dealers, or contractors; providing consumers information regarding local dealers or contractors, and those designated for Extended Service Agreement repairs. Position Responsibilities may include: Provide excellent customer service via phones, email, and online chat. (Homeowners, distributors, dealers) Respond promptly to correspondence via phone, mail, and emailAssist with complaints via social media, executives, and BBBAssist coordinating with distributor technical representatives performing site visitsCoordinate and distribute mailPerform data entry, review, process, file and maintain documentsPerform special projects as assignedConsult with internal technical support when necessaryIdentify and suggest process improvement opportunitiesMake Insurance, Attorney General, BBB, and Legal cases a priority by communicating with appropriate departments and managementEscalate matters of concern/urgency to immediate team lead or managerSupport cross functional teams as needed, such as the Warranty departmentAssist in the training of new employeesA Knowledge of Daikin Residential HVAC products is requiredKnowledge of HVAC Controls (Thermostats and Remotes) is requiredAbility to use SM+ and pass monthly audits of system changesExcellent customer service skills, must have ability to diffuse an upset callerCommunicate with Regional Technical Representatives in the field to determine causes of failurePrepare and assist with homeowners' concession lettersAssist with complaints via social media provided by the Marketing DepartmentsRespond directly to the internal escalation of complaintsMaintain BBB Accreditation by responding to complaints and reviewsAssist with complaints that were directed to executives and Daikin InternationalAssist with concerns and complaints made directly from National Accounts (Homebuilders) Develop and deploy approved templates for the team to use in CRM and emailUpdate and train the team on new product launchesAssist/Investigate in direct communications with Attorney General Office for Consumer ComplaintsMaintain group communication tools such as imported CRM's Online Chat, Homeowner Support General Inbox Training and leading of six temporary employeesPerform additional projects/duties to support ongoing business needsNature & Scope: Works within well-defined instructions Uses established procedures and works under supervision to perform assigned tasks Work is closely supervised Knowledge & Skills: Excellent customer service skills; interpersonal skills with ability to diffuse negative situations Communication & Collaboration with team members and customers ability to communicate ideas to instruct, inform, persuade, or motivate co-workers Digital skills: Technology, Media & the Internet - MS Office proficiency with Outlook, Word, Excel, Access, PowerPoint and skills with word processing, data management and presentations High level of attention to detail and accuracy Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems Effective organizational and time management skills Ability to interpret and follow work instructions and company policies and procedures Ability to audit the teams' daily interactions to include calls, CRM Cases and emails. Ability to effectively train, mentor, and provide guidance Ability to apply good judgment, strong work ethic, and integrity on the job.