High Performance Restoration
Customer Service Specialist
Are you passionate about delivering exceptional customer service and ensuring a seamless client experience? High Performance Restoration is seeking a dedicated individual to join our team as a Customer Service Specialist. As a leader in storm restoration, roofing, windows, and construction, we prioritize excellence and customer satisfaction in every job we undertake.
High Performance Restoration is committed to delivering consistently effective results to our clients. We are seeking a Customer Service Specialist who shares our dedication to maintaining high standards of quality and customer service. Join us in our mission to exceed customer expectations and uphold our reputation as a trusted leader in the restoration industry.
Learn more about us at: https://www.hprtexas.com/
Job Responsibilities:
Client Services:
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Keep all job notes up to date daily in the CRM and complete all tasks assigned to you daily.
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Monitor unassigned leads to ensure they are assigned in a timely manner.
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Answer all incoming calls during business hours, reply to texts and voicemails
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through Go High Level.
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Complete weekly update calls to every client with an open and active job, and notate in our CRM.
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De-escalate client complaints and strive to provide a High Performance client experience.
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Complete Welcome Calls to new clients, providing them with expectations of the process, timelines, and communication frequency.
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Complete Wrap-Up Calls to clients whose production has been completed and ask for a review.
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Ensure that our final before and after photos of the job are assigned within Real
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Work Labs and synced to HPR's Google profile.
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Portray strong ethically centered self-leadership skills.
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Work in partnership with all departments affecting Contract to Close to enforce systems, policies, procedures, and productivity standards.
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Manage front desk operations, including answering phones, maintaining a professional office work environment, greeting guests, filing, processing, and submitting paperwork.
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Respond to all customer emails promptly, provide solutions when possible, escalate issues as necessary, and follow up until a solution is reached.
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Assist salespersons with inquiries or problems, offering solutions or directing them to the appropriate department.
AR Management:
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Manage collections and invoicing throughout the job as trades are completed.
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Implement strategies to reduce accounts receivable balances and improve cash flow.
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Manage weekly AR reporting and provide reports to Management by EOB Friday.
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Prepare for Weekly Production & AR Meetings, review all jobs.
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Collaborate with accounts payable and other staff to ensure accuracy in finances and transactions.
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Prepare special reports by collecting, analyzing, and summarizing information and trends.
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Manage pre-lien and lien processes, proactively communicate with 3rd party lien/collections services.
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Monitor all labor and material invoices for accuracy in the CRM platform.
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Engage in company collection efforts and work closely with salespeople to collect jobs from customers.
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Prepare and send final invoicing to the insurance company near job completion.
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Send Certificates of Completion to the insurance company to release depreciation and remaining supplements.
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Ensure supplements and depreciation for all finished jobs are released from the
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insurance company and collected from customers within seven days of job completion.
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Create and send completion documents to clients, including receipts and warranty paperwork.
Job Qualifications:
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G.E.D. or High School Diploma.
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Proficiency in using various computer programs.
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Excellent communication skills and ability to empathize with customers.
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Strong time management and organizational skills.
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Ability to build relationships with contractors.
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Current Driver's License and insurable by the company's insurance carrier.
Salary and Benefits:
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$60,000 - $65,000 per year.
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Potential annual bonuses.
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In-office position.
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Full-Time.
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Vacation Time, Sick Time, 401K.
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Referral Bonuses, Team Member Recommendation Bonuses, Google Review Bonuses.
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Performance-based bonuses.
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Opportunities for professional development and growth.
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A dynamic and supportive work environment.
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The chance to be part of a reputable and growing company in the restoration industry.
Join our team at High Performance Restoration and play a vital role in ensuring the quality and success of our projects. If you're ready to make a difference and contribute to our team, please submit your application today.
We look forward to welcoming the newest member to our team at High Performance Restoration!