Client Management Director

The Customer Relationship Manager is a main point of contact for clients (both residential and commercial) and ENCON. The core priority of our Customer Relationship Manager is to provide peace of mind to our clients by providing a seamless experience at every touch point. The Client Relationship Manager will be the clients point person for all service, sales, and maintenance related needs.
Paid Training
Medical, Dental, and Vision Insurance
Health Savings Account (HSA)
Health Flexible Spending Account (FSA)
Dependent Care Flexible Spending Account (DFSA)
Life/AD&D Insurance
Voluntary Supplemental Life Insurance
Voluntary Long-Term Disability
Employee Assistance Program
Front lines for your client's service support, answering calls or returning calls and voicemails same day if possible or the latest one business day. Service calls within the hour of receipt.
Schedule seasonal maintenance for the upcoming year to ensure that your clients do not fall behind on their annual service visits
Determine if your client requires a fast quote, inside salesperson or special projects team to assist in recommendations.
Review billing sheets to ensure accurate and fair billing
Monitor and escalate excessive service issues and visits, raising the flag to involve our technical advisors to assist in solving any ongoing issue.
Resolve any customer issues promptly and professionally.
Work with the primary technician and dispatcher to ensure efficient and effective scheduling, confirming appointments, advising if late and maintaining informed quality service.
Working as the contact between the internal service group and your client, to ensure you are their only point of contact. Working with the admins on any credits, re-bills, or billing issues that might arise.
Identifying opportunity to personally recognize clients, and build a client relationship where you can go the extra mile to make the ENCON experience memorable outside of the just servicing their HVAC units.
Minimum of 1 year work experience in the trade service industry (preferably HVAC)
Dedication to high-quality customer service
Knowledge of relationship management best practices
Excellent computer, verbal, written, and presentation skills
Motivated self-starter with effective time management skills
Proficient in Microsoft suite ( including but not limited to Word, Teams, Outlook, Excel and PowerPoint)
Must be willing to work from office in Stratford, CT
Applicants must be currently authorized to work in the United States on a full-time basis
Most daily schedules are set but overtime may be required in order to meet your clients needs
Encon is a drug free workplace and requires post-offer pre-employment drug testing.
Encon Heating & AC complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Encon Heating & AC does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.
28-30 Hourly Wage