Client Service Specialist at E.R. Services – Mint Hill, North Carolina

Work Schedule: Monday–Friday, 7:30 AM – 4:30 PM

On-Call Expectations: This role includes a rotating on-call schedule for after-hours and weekend coverage, with additional pay provided for on-call shifts.

Incentives: Eligible for quarterly performance-based bonuses.

Position Summary:

The Client Service Specialist plays a key role in delivering high-quality service and account management to our residential and commercial plumbing and HVAC clients. This position ensures client needs are met with professionalism and efficiency, from initial contact through to service completion and follow-up.

Key Responsibilities:

• Serve as the primary point of contact for assigned client accounts.
• Coordinate service scheduling, project updates, and follow-up communications.
• Maintain detailed knowledge of plumbing and HVAC service offerings to assist clients effectively.
• Build and maintain strong client relationships through regular check-ins and proactive support.
• Ensure service expectations, timelines, and pricing are clearly communicated and met.
• Collaborate with field technicians and dispatch to ensure work is executed to client satisfaction.
• Handle escalated client concerns promptly and professionally.
• Monitor and manage client records, service history, and communications in the CRM system.
• Track service quality and feedback to identify improvement opportunities.
• Support billing, quoting, and service agreement renewals in coordination with office staff.

Required Qualifications:

• 2+ years in a customer or client service role, preferably in a trades or field service industry.
• Strong communication and relationship-building skills.
• Experience coordinating with operations, dispatch, or field teams.
• Familiarity with service management software (ServiceTitan) preferred.
• Ability to multi-task and stay organized in a fast-paced environment.
• Comfortable handling both residential and commercial client communications.