The posting
Job Description Summary Basic Purpose The Client Care Representative is responsible for providing exceptional customer service and support to both new and existing clients. This role ensures that every customer interaction is handled with professionalism, empathy, and efficiency, reinforcing the company’s commitment to quality service and client satisfaction. Scope The Client Care Representative serves as the first point of contact for clients, delivering attentive and personalized support to both new and existing customers. This role is responsible for managing each interaction with professionalism, empathy, and efficiency, ensuring a positive experience that reflects the company’s dedication to exceptional service and long-term client satisfaction. Reporting and Working Relationships This position reports to the Regional Office Manager. Primary Responsibilities (100%)
Answer inbound calls promptly, identify customer needs, and provide accurate information or solutions. Act as the first point of contact for clients, offering guidance and product/service knowledge. Document customer interactions and update records in the company’s database or CRM system. Follow up with customers to ensure resolution of inquiries and maintain long-term relationships. Handle billing inquiries, service requests, and general account questions. Escalate complex issues to the appropriate department or supervisor while maintaining ownership of the customer experience. Support outbound call campaigns as needed (e.g., cross-selling and additional services recommended) Maintain knowledge of company products, services, and policies to effectively address client needs. Collaborate with team members to improve processes and enhance the overall client experience. Uphold a positive, solution-focused attitude in every interaction.
Work Environment/Physical Demands This position operates in a professional office environment with the opportunity for a hybrid schedule after training period. This role routinely uses standard office equipment such as computers and phones. Travel Minimal travel required. This may include visits to regional offices, Company-required functions, and visiting potential acquisitions as necessary. Qualifications
Strong organizational skills with the ability to manage multiple tasks efficiently. Excellent written and verbal communication skills. Proficiency with NetSuite or similar CRM/ERP systems. Familiarity with the elevator industry, terminology, or related service environments.
Previous call center or contact center experience. Prior customer service experience in a client-facing role. Experience handling inbound and outbound calls in a professional setting. Knowledge of additional CRM tools, ticketing systems, or phone systems. Bilingual or multilingual communication skills.
Competencies (examples below)
Customer Focus – Demonstrates professionalism, empathy, and efficiency in all client interactions to ensure a positive customer experience. Communication Skills – Communicates clearly and effectively, both verbally and in writing, adapting style to suit client and team needs. Organization & Time Management – Prioritizes tasks, manages multiple responsibilities simultaneously, and maintains accurate records. Technical Proficiency – Proficient in NetSuite and other CRM/ERP systems; comfortable navigating call center and office software. Industry Knowledge – Understands the elevator industry, including basic terminology and processes relevant to client needs. Inspection Process Awareness – Familiar with inspection requirements and timelines to guide clients appropriately. Role & Responsibility Awareness – Maintains an understanding of internal department functions and workflows to direct client inquiries to the appropriate teams. Problem-Solving & Resolution – Identifies client needs quickly, provides solutions, and escalates issues when necessary while maintaining ownership of the client experience. Collaboration & Teamwork – Works effectively with colleagues across departments to support company goals and client satisfaction. Adaptability – Adjusts to changing priorities, client needs, and industry standards with a proactive and positive attitude.
