Customer Service Representative

Description

• Escalate complex situations to the appropriate department or manager when needed.
• Identify opportunities to enhance the customer’s experience and strengthen loyalty.
• Coordinate with technical teams for advanced troubleshooting and service needs.
• Help customers choose the right service or product based on their needs. No hard sales, but confident guidance encouraged.
• Monitor order status, proactively communicate updates, and set clear expectations with customers.
• Provide customers with information about promotions, discounts, maintenance plans, and new product offerings.
• Assist customers with placing orders, scheduling appointments, and processing returns or exchanges.
• Ensure accurate processing of customer orders and timely fulfillment.
• Provide clear information on HVAC, and plumbing products, services, maintenance plans, warranties, and company policies.
• Offer basic troubleshooting support for HVAC, and plumbing products and guide customers through simple installation or maintenance steps.
• Maintain and update customer accounts and records within the CRM system.
• Respond to customer inquiries via phone, email, SMS etc. with professionalism, accuracy, and urgency.

Requirements

• Positive attitude, team-oriented mindset, and commitment to delivering exceptional customer experiences.
• Familiarity with HVAC systems or terminology preferred; willingness to learn quickly is essential.
• Handle and resolve customer concerns with empathy, confidence, and strong problem-solving skills.
• Sales or upselling experience not required, but a natural ability to guide customers toward the right solutions is a plus.
• May be required to drive and sit for long periods of time
• May be required to bend, climb (Stairs/Ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run
• Stand/Sit: Must be able to remain in stationary position 50% of the time
• Proficient with customer service tools, CRM systems, and standard office software.
• Must be able to maneuver up to 2 5 lb. by lifting, carrying, pushing
• Ability to work a 4x10 schedule (four 10-hour shifts per week) with flexibility for evenings or weekends as needed.
• 1–2 years of customer service experience; HVAC or home-services industry experience is a strong plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a calm, professional approach to conflict resolution.
• Comfortable working in a fast-paced environment with high call volume.
• Ability to multitask effectively while maintaining accuracy and attention to detail.

Benefits

• Employee Discounts
• 401(k), IRA
• Career growth opportunity
• Industry Leading Benefits Package
• Medical, Dental, Vision
• Paid Holidays, generous PTO plan , Sick Pay available based on position

Training + Development

Interview process

Visa Sponsorship

Security clearance