Do you enjoy working in a strong team environment while also having the flexibility to work independently? Are you dedicated to providing an excellent customer experience? Are you passionate about helping your team members succeed?
If so, Capstone Mechanical is seeking a Customer Support Advocate to join our growing team!
Our Customer Support Advocates play a vital role in ensuring a positive customer experience by addressing inquiries, resolving issues, and providing exceptional support in a timely manner. Our Customer Support Advocates are empathetic, patient, and dedicated to delivering an exceptional customer service experience by answering inquiries and ensuring information is transmitted to the appropriate Team Members.
Job Type: Full-Time, Hourly
Schedule: Monday – Friday (with on call rotation)
Work Location: This is a remote opportunity, but candidates MUST be located within our service territory. (ME, NH, VT, MA, NY, CT, RI, NJ, PA, DE, MD, VA, WV, OH, NC, SC)
WHO WE ARE:
Since 2011, Capstone Mechanical has been providing the commercial HVAC industry with a unique and rewarding customer experience. At Capstone we provide service, maintenance, and installation of commercial HVAC/R equipment for our Multi-Site Retail Customers such as Kohl's, Dick Sporting Goods, Best Buy, Starbucks, and so many more. Our office is based in Portsmouth, NH, and since 2011 our territory has grown to cover most of the Eastern Seaboard.
WE BELIEVE:
We envision an organization that pays closer attention to the customer and employee connection—an organization that leverages the relationship between the two, nurtures its development and provides the tools and resources to ensure that the relationship grows through mutually beneficial support and assistance. We want to reinvent the word “serve” by rethinking the words “service” and “consumer.”
WHAT YOU WILL ACCOMPLISH:
Assist Capstone Mechanical achieve organizational goals by:
Promptly engage with Customer inquiries via phone and email
Manage Customer Board communications in a timely manner
Actively listen to Customer’s concerns, inquires, and feedback and provide accurate and timely information to the appropriate Team Members to address Customer needs
Collaborate with other Team Members to ensure efficient resolution for the Customer
Escalate unresolved issues to appropriate Team Members
Develop a deep understanding of our services and Customers and stay informed of ongoing changes
Proactively identify trends in customer issues and collaborate with Teams to implement preventative measures
Actively participate in programs to enhance customer service skills
Identify continuous improvement opportunities to enhance the overall customer experience
On call rotation as assigned
Other projects as assigned
YOU MAY BE A GOOD FIT IF YOU ARE:
Customer Focused - You have excellent interpersonal and customer service skills.
Team Oriented - You can build a strong rapport with teammates and nurture those relationships.
Compassionate – You are empathetic, have a patient demeanor, and a positive attitude.
Dependable – You are reliable and can be flexible.
Versatile – You can work independently and as well as in a dedicated team environment.
Organized – You have strong problem-solving skills and high attention to detail.
Accountable – You have a strong sense of accountability and judgement.
Proactive – You can remain focused when experiencing many simultaneous customer and associate inquiries while preventing potential problems from arising.
BASIC REQUIREMENTS:
High School Diploma or Equivalent; Postsecondary Education Preferred
Proven Experience in Customer Service
Proficiency with Microsoft 365, including Outlook and Teams
WHY YOU’LL LOVE WORKING WITH US:
We take care of each other. We provide support for everyone to work independently through kindness, empathy, trust, and honest communication to foster continuous professional and personal growth.
We ensure a safe work environment for ourselves, our families, customers, team members, & the communities in which we operate. Safety is our responsibility and continues to be our top priority. We aim to support the communities in which we live and service. We take on challenges and have fun! We encourage individuals to make decisions at the point of service. We are passionate and seek to continually improve our processes.
OUR COMPETITIVE SALARY & COMPREHENSIVE BENEFITS PROGRAM:
Competitive Hourly Compensation
Remote Work Opportunities
PTO, Holidays, Parental Leave
Industry Leading Benefit Package: Health, Dental, & Vision
Award Winning Wellness Program Which Offers Health Premium Discounts
Company Paid Short & Long-Term Disability, with $25,000 Life Insurance Policy
Additional Life Insurance Coverage for Employee, Spouse, & Child(ren)
401(k) with 7.5% Employer Contribution
Bi-Annual Bonus Program
Free Financial Advising
Employee Assistance Program that Provides Experienced Professional Services for Employees and Dependents
Personal & Professional Development Opportunities
We are excited to get to know you and share our story with you!
