Administrative Assistant

hace 4 semanas

Cuernavaca, México Rem Zen A tiempo completo

**Position Overview**:
Key Responsibilities

**Client Engagement**:
oEngage clients, offering detailed information on HVAC services such as maintenance, service ,1 time cleanings, and our 2 year programs

oGather necessary information to understand client needs and provide initial information for maintenance / consultations, 1 time cleanings, and repair services.

oEducate clients about our services and available options to meet their needs.

**Follow-up and Escalation**:
oConduct follow-up communications with clients to answer any additional questions and address concerns.

oEscalate client requests for detailed estimations to the appropriate estimation team member.

oCoordinate with the estimation team to ensure timely and accurate preparation of estimates for client projects.

oCoordinate with service department to ensure timely and quick response time for service calls

**Collections Management**:
oMonitor client accounts to ensure timely payment of invoices for services rendered.

oContact clients with overdue balances to arrange payment plans or resolve payment issues.

oWork closely with the billing department to reconcile payments and address discrepancies.

**Customer Service and Satisfaction**:
oProvide excellent customer service throughout the engagement process, ensuring a positive client experience.

oAddress client concerns or issues promptly and professionally, striving to exceed their expectations.

oGather feedback from clients to identify areas for improvement and enhance customer satisfaction.

**Qualifications**:

- Advanced English proficiency, both written and verbal, is a requirement, preferably at a C1 level or higher.
- A degree in Business Administration or a related field is preferred.
- Previous experience in customer service or client-facing roles.
- Flexibility and innovative thinking are highly valued attributes for this role.
- Strong communication skills, both verbal and written, with a focus on professionalism and empathy.
- Excellent organizational skills with the ability to multitask and prioritize effectively.
- Knowledge of HVAC systems and terminology is a plus but not required (training will be provided).
- Skilled in Data Entry.

**Benefits**:

- Competitive salary commensurate with experience.
- Benefits package required by law.
- Opportunities for career growth and professional development within a growing company.
- Positive and supportive work environment with a focus on teamwork and collaboration.
- Potential productivity bonuses.

**Descripción del puesto**:
Estamos buscando a una persona bilingüe, proactiva y con experiência en servicio al cliente para unirse a nuestro equipo como Asistente Administrativo enfocado a servicio al cliente. En este rol, serás el primer punto de contacto para nuestros clientes para brindar información sobre nuestros servicios. Tendrás que interactuar con nuestros clientes a través de teléfono, WhatsApp y correo electrónico, asegurando una transición sin problemas hacia nuestro equipo de estimación y/o coordinación. Además, te encargarás de dar seguimiento a los servicios, gestionar la cobranza de facturas y trabajar en estrecha colaboración con el departamento de facturación para garantizar la satisfacción del cliente y los pagos oportunos.

**Responsabilidades**:
**Compromiso con el Cliente**:

- Interactuar con los clientes, ofreciendo información detallada sobre servicios de Calefacción, Ventilación y Aire Acondicionado, como mantenimiento, servicio, limpiezas únicas y nuestros programas de 2 años.
- Recopilar la información necesaria para comprender las necesidades del cliente y proporcionar información inicial para mantenimiento/consultas, limpiezas únicas y servicios de reparación.
- Educar a los clientes sobre nuestros servicios y las opciones disponibles para satisfacer sus necesidades.

**Seguimiento**:

- Escalar las solicitudes de clientes para estimaciones detalladas al equipo de estimación.
- Coordinar con el equipo para garantizar la preparación oportuna y precisa de estimaciones para proyectos de clientes.
- Coordinar con el departamento de servicio para garantizar tiempos de respuesta rápidos y oportunos para llamadas de servicio.

**Gestión de Cobranza**:

- Supervisar las cuentas de los clientes para garantizar el pago oportuno de facturas por servicios prestados.
- Contactar a clientes con saldos vencidos para establecer planes de pago o resolver problemas de pago.
- Trabajar en estrecha colaboración con el departamento de facturación para conciliar pagos y resolver discrepancias.

**Servicio al Cliente**:

- Brindar un excelente servicio al cliente durante todo el proceso, asegurando una experiência positiva para el cliente.
- Abordar de manera pronta y profesional las preocupaciones o problemas de los clientes, esforzándose por superar sus expectativas.
- Recopilar comentarios de los clientes para identificar áreas de mejora y mejorar la satisfacción del cliente.

**Requisito

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