Temp to Perm Customer Relationship Manager

This is a temporary to possibly permanent position.

About the role

The Customer Relationship Manager is a main point of contact for clients (both residential and commercial) and ENCON. The core priority is to provide peace of mind to clients by delivering a seamless experience at every touch point. You will be the client’s point person for all service, sales, and maintenance-related needs.

Responsibilities

• Serve as the front line for client service support, answering calls or returning calls and voicemails the same day or by the next business day.
• Respond to service calls within one hour of receipt.
• Act as the first impression specialist for new clients to showcase the ENCON experience.
• Proactively communicate with clients by providing timely updates to keep them informed.
• Ensure follow-up is scheduled and estimates are sent the same day or the following business day.
• Schedule seasonal maintenance for the upcoming year to prevent clients from missing annual service visits.
• Review clients’ maintenance renewals to determine if adjustments are needed for efficiency and profitability.
• Assess whether clients require a fast quote, inside salesperson, or special projects team for recommendations.
• Review billing sheets to ensure accurate and fair billing.
• Monitor and escalate excessive service issues, involving technical advisors to resolve ongoing problems.
• Provide long-term solutions by reviewing clients’ history holistically and addressing recurring issues.
• Resolve customer issues promptly and professionally.
• Collaborate with the primary technician and dispatcher to ensure efficient scheduling, appointment confirmations, and quality service.
• Connect the install sales team with clients by scheduling outside sales for replacement opportunities.
• Address and collect outstanding accounts receivable, resolve disputed invoices, and make adjustments when necessary.
• Serve as the single point of contact between the internal service group and clients.
• Follow up on recommendations and send them to clients.
• Work with administrators on credits, re-bills, or billing issues.
• Coordinate with dispatchers on appointments, technician delays, or any issues that may impact client experience.
• Utilize best practices and creative problem-solving to address client needs.
• Conduct daily check-ins with dispatchers and purchasers to set up technicians and clients for success.
• Monitor and assess competitor activities to proactively satisfy and retain clients.
• Identify opportunities to personally recognize clients and build memorable relationships beyond HVAC servicing.
• Deliver excellent client experiences and maintain a positive reputation for ENCON.

Requirements

• Minimum of 1 year of work experience in the trade service industry (preferably HVAC).
• Dedication to high-quality customer service.
• Friendly demeanor and a positive, can-do attitude.
• Ability to build, foster, and maintain positive professional relationships.
• Excellent interpersonal communication skills.
• Problem-solving and conflict resolution capabilities.
• Knowledge of relationship management best practices.
• Strong computer, verbal, written, and presentation skills.
• Motivated self-starter with effective time management skills.
• Strong work ethic, goal-oriented, with a drive to succeed.
• Ability to multitask and prioritize based on urgency.
• Reactive approach to meet clients’ needs regularly.
• Openness to feedback and collaboration.
• Ability to understand client needs and act on them professionally and efficiently.
• Proficient in Microsoft Suite (Word, Teams, Outlook, Excel, PowerPoint).

Eligibility Requirements

• Must be willing to work from the office in Stratford, CT.
• Employment and education will be verified.
• Applicants must be currently authorized to work in the United States on a full-time basis.
• Daily schedules are mostly set, but overtime may be required to meet client needs.
• Encon is a drug-free workplace and requires post-offer, pre-employment drug testing.

Pay

$28–$30 per hour.