Customer Care Assistant; Part-Time

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Tom's Mechanical, Inc., Pantego, TX, US

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Salary Range: $16.50 To $19.00 Annually

About Company:

Our desire is to treat people well by providing the best customer service at every opportunity. We work hard to make sure our customers have a great experience with the Tom's Team. We want to ensure our customers are able to enjoy the pleasure of experiencing quality air conditioning, heating, and plumbing in their homes. We are who we say we are, and are pleased to be here for our DFW customers.

And wait until you meet our employees, we believe in our team and know you will, too.

About the Role:

The Customer Care Assistant (Part-Time) in the HVAC / plumbing industry plays a vital role in ensuring exceptional service and support to clients, suppliers, and internal teams. This position focuses on managing inquiries, resolving issues, and facilitating smooth communication between customers and the Tom's Mechanical team. The role requires attentiveness to customer needs, accurate information dissemination, and timely follow-up to maintain high satisfaction levels.

By acting as a reliable point of contact, the assistant helps to build and sustain strong relationships that contribute to the company’s reputation and operational success. Ultimately, this role supports the overall efficiency of the HVAC / plumbing projects by addressing customer concerns promptly and professionally.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or administrative support is a plus, preferably within a related industry.
• Basic computer proficiency, including familiarity with Microsoft Office and email communication.
• Strong verbal and written communication skills.
• Ability to work part-time hours with flexibility to meet customer needs.

Preferred Qualifications:

• Experience using customer relationship management (CRM) software.
• Knowledge of construction industry terminology and processes.
• Bilingual abilities, especially in Spanish and English, to support diverse customer base ,is a plus.
• Demonstrated problem-solving skills and ability to handle challenging customer situations.
• Prior experience working in a fast-paced, team-oriented environment (educational or military experience, is a plus).

Responsibilities:

• Respond promptly and courteously to customer inquiries via phone, email, and in-person interactions.
• Assist customers with order processing, scheduling, and providing updates on project timelines or deliveries.
• Document and track customer interactions and issues using company CRM or tracking systems.
• Coordinate with project managers, suppliers, and other departments to resolve customer concerns effectively.
• Provide accurate information about products, services, and company policies to ensure customer understanding.
• Support administrative tasks such as filing, data entry, and preparing customer-related reports.
• Escalate complex issues to appropriate personnel while maintaining clear communication with customers.
• Contribute to continuous improvement by providing feedback on customer trends and potential service enhancements.

Skills:

The required skills such as effective communication and computer proficiency are essential for daily interactions with customers and internal teams, ensuring clear and accurate information exchange. Strong organizational skills help manage multiple inquiries and administrative tasks efficiently, maintaining smooth workflow. Preferred skills like CRM software knowledge enable the assistant to track and document customer interactions systematically, improving service quality. Understanding HVAC / plumbing terminology allows for more precise communication and quicker resolution of customer concerns.

Additionally, bilingual abilities enhance the ability to serve a broader customer base, fostering inclusivity and better customer relationships.

Job Description Customer Care Assistant (Part-Time).docx