POSITION OVERVIEW
This full-time position is onsite in our San Jose office.
Black Diamond Paver Stones & Landscape, Inc. is looking for a Senior Client Support Specialist to join our team. The ideal candidate is a detail-focused, well-organized, motivated self-starter who works well in a fast-paced, dynamic environment. Honesty, integrity and a positive mental attitude are essential. Industry (Construction, Pavers or Landscaping) and project management experience is a plus but not required for the right person who loves to learn. This position requires previous experience in handling client escalations.
RESPONSIBILITIES
- Serve as a primary point of contact for clients, addressing inquiries, resolving issues, and ensuring overall client satisfaction
- Handle client escalations and follow up
- Provide excellent customer service, continual client satisfaction, and follow up
- Process trouble tickets / repairs
- Schedule inspections for repairs and warranty work
- Coordinate job scheduling with Clients, Field Service Technicians, and Work Crews
- Keep detailed job notes and calendar schedules
- Confirm if warranty work or paid repair
- Ensure all required paperwork is filled out
- Manage schedules of Field Service team
- Track escalations and resolutions
- Analyze reasons for repair issues and formulate solutions / areas for additional training
QUALIFICATIONS
- Experience dealing with and de-escalating unhappy clients
- Scheduling
- Excellent customer service
- Excellent written and verbal communication, and comfortable speaking on the phone
- Superior problem-solving skills
- Construction, Pavers, or Landscape/Hardscape Industry and product knowledge is a plus, but not required
- Supervision/management of employees
- Ability to prioritize requests effectively
- Proficient in Microsoft Word, Excel, and Google Workspace
- Must be willing to learn CRM and project management software to track project progress, develop schedules, and keep projects organized
- Ability to work well under pressure and time constraints
- Positive mental attitude
- Ability to maintain successful relationships with clients and team members
- Basic math required
- Spanish speaking is a plus
COMPENSATION
Base pay is $25-$27/hour ($52K-$56K annually). In addition, Black Diamond provides medical, dental, and vision benefits for full-time employees; paid vacation, holidays, and sick time; and a 401(k) Plan with a company match.
COMPANY OVERVIEW
Family owned and operated since 2004, Black Diamond has an A+ Rating by the BBB and over 2600 5-Star reviews. As the industry leader, our mission is to provide an exceptional client experience by having our family of experts create custom dreamscapes with a commitment to professionalism, quality, value and customer service.
Visit http://blackdiamondlandscape.com/ for more information.
PHYSICAL REQUIREMENTS
- Sitting for prolonged periods (frequently)
- Keyboarding/Using a computer (frequently)
- Communicating via phone, text, and email (frequently)
- Regularly required to discuss and exchange information (frequently)
- Move/transport up to 10 lbs (occasionally)
- Driving short distances to transport materials (occasionally)
Job Type: Full-time
Pay: $25.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer service: 3 years (Preferred)
Ability to Commute:
- San Jose, CA 95125 (Required)
Work Location: In person