Customer Assurance Coordinator

Overview

At Haynes Mechanical Systems, we have spent over 58 years building a company that we can be proud of - a company that focuses on working together with our customers to provide solutions to their heating, ventilation, and air conditioning needs.

We are a fast-growing commercial HVAC, building automation, and energy services company. Our culture exemplifies achieving excellence in everything we do. We are collaborative and work towards the best result for our customers. Our culture is based on four ideals: family-owned, focus on our associates, dedication to our customers, and continuous improvement.

With locations in Denver, Fort Collins, Colorado Springs, and Phoenix we have many opportunities available. Standard work days are M-F.

COMPETITIVE BENEFITS PACKAGE:

• Comprehensive Medical, Dental, Vision plus employer contributions
• Monthly car allowance
• 401K - Matched
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• Tuition Reimbursement
• Gym and Fitness Reimbursement
• RTD Benefits and Taxi Vouchers
• AND MORE!!

Compensation: $59,000-$61,000 annually + $700/month car allowance

This position implements the Customer Assurance, Review, and Evaluation (C.A.R.E.) program which is used to measure the customer’s perception of the service provided by Haynes Mechanical Systems. The C.A.R.E. Coordinator (Customer Experience Coordinator) ensures the services provided to the customer are at or above the level of service sold to the customer and/or expected by the customer. This person represents Haynes Mechanical Systems in a professional manner, bringing value to the contracted service provided and the C.A.R.E. program.

• Bachelor's degree preferred
• 3-5 years experience with and application of customer service and quality assurance practices and principles, or equivalent combination of education and experience
• Strong verbal and written communication skills
• Proficient with MS Office Suite
• Some travel is required to Colorado Springs and Fort Collins offices; reliable transportation required
• Valid driver’s license and satisfactory driving record as required by the company’s insurance provider
• Regular and punctual attendance is required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Build rapport and long-term relationships with HMS customers, ensuring customer retention
• Schedule C.A.R.E. calls (in person and telephonic) with the appropriate customer contact; prior to contact, review customer site information and service/s provided, as well as previously documented C.A.R.E. forms, if applicable
• Ensure that agreements due for renewal receive C.A.R.E. contact no less than 45 days prior to renewal date
• Handle deadlines efficiently
• Participate in start-up process with assigned accounts ensuring that agreement implementation is conducted appropriately and timely
• Accurately document feedback given by customers and document in appropriate C.A.R.E. format; create, assign, follow-up on, and resolve any Action Items identified
• Determine priority levels of customer concerns and escalate to department manager when appropriate
• Clearly summarize customer feedback with C.A.R.E. report; distribute to the appropriate HMS personnel
• Discuss the tasked C.A.R.E. contract (projects, service calls, outstanding issues & proper C.A.R.E. contact) with involved HMS personnel
• Track the number of completed C.A.R.E. contacts/customer satisfaction ratings MTD and YTD, ensuring that quality and quantity meet supervisor expectations and HMS standards
• Assist in preparing and conducting the monthly in-house C.A.R.E. meeting; be prepared to discuss outstanding Action Items as well as customer concerns/suggestions and any recurring issues on assigned accounts
• When opportunities are identified through customer interactions for additional services or sales, refer the opportunity to appropriate HMS personnel
• Create innovative ideas for new tracking methods to enhance the C.A.R.E process
• Ensure that C.A.R.E. issues are handled in the best interests of the customer as well as HMS
• Complete projects assigned by the C.A.R.E. Supervisor as requested
• Assists all functional areas of the company in the attainment of HMS goals and objectives and maintains favorable working relationships