Customer Service Representative

Customer Service Representative - HVAC

$17.25-$22.25 per Hour | Full-Time | Monday-Friday

Quality Service Company, LLC has been serving the community since 2003. As a locally owned and operated HVAC company, we take pride in building lasting customer relationships through dependable service, honest communication, and a team that cares about doing things the right way.

We are hiring a Customer Service Representative - HVAC to help deliver an excellent experience to our customers from the moment they call our office.

This is much more than simply answering phones. You'll communicate with new and existing customers, assist with their HVAC service needs, follow up on maintenance plan opportunities, and help make sure customers stay connected with Quality Service Company.

If you're comfortable on the phone, enjoy helping people, and aren't afraid to follow up with customers about additional services and maintenance programs, we'd like to talk with you.

Your Day-to-Day

As part of our customer service team, you'll manage a variety of customer interactions throughout the day, including:

• Handle incoming calls from customers needing HVAC service or information
• Listen to customer needs and help determine the appropriate next step
• Provide information about available services and preventative maintenance options
• Reach out to customers regarding maintenance plan opportunities
• Follow up with customers who have expressed interest in a maintenance membership
• Assist existing maintenance plan customers with questions and renewals
• Make outbound calls to reconnect with customers and follow up on open opportunities
• Help customers arrange service and preventative maintenance appointments
• Check in with customers following completed service when appropriate
• Address questions and concerns in a professional, customer-friendly manner
• Document conversations and maintain accurate customer account information
• Respond to customer emails and other incoming communications
• Recognize opportunities where additional HVAC services may benefit the customer
• Coordinate with technicians and the service department when customer assistance is needed
• Provide additional administrative support to the office as necessary

The position is designed around customer communication, relationship building, maintenance-plan follow-up, and providing ongoing support rather than functioning primarily as a dispatch role.

Building Long-Term Customer Relationships

Great customer service doesn't end when the phone call does.

An important part of this position is staying in touch with customers and following through on opportunities. You'll have conversations about preventative maintenance and our maintenance plans, explain how these programs can benefit the customer, and follow up with people who may be interested.

We're not looking for an aggressive salesperson. We want someone who can naturally combine customer service with sales-minded follow-through-someone comfortable recommending a service when it makes sense and asking a customer if they're ready to move forward.

Who We're Looking For

You may be a good fit if you're someone who enjoys talking with people, stays organized, and takes ownership of making sure customers receive the help they need.

We're especially interested in candidates who bring:

• Previous customer service, call center, or customer-facing office experience
• A friendly and professional phone presence
• Strong verbal and written communication skills
• Confidence handling a steady volume of incoming calls
• Willingness to make outbound customer follow-up calls
• Comfort discussing maintenance programs and asking for the sale
• Ability to handle customer concerns calmly and professionally
• Strong attention to detail when entering customer information
• Good organizational and follow-up habits
• Ability to balance multiple customer needs throughout the day
• Familiarity with Microsoft Word, Excel, and Outlook
• Experience using multi-line phone systems
• Basic bookkeeping knowledge is helpful
• HVAC or home-service industry experience is preferred
• ServiceTitan experience is a plus

Compensation & Schedule

Pay: $17.25-$22.25 per hour, depending on experience

Schedule: Monday-Friday, 8:00 AM-5:00 PM with a one-hour lunch

Overtime: Additional hours may be available during peak seasons.

Benefits

• Health Plan
• 7 Paid Holidays per year
• 401(k) after one year

Grow With Quality Service Company

If you're looking for a position where you can help customers, build relationships, and contribute to the growth of the business, this could be a great opportunity.

We're looking for someone who will take ownership of the customer experience-from answering that first call to following up afterward and helping customers stay on top of their HVAC maintenance needs.

No phone calls or in-office inquiries regarding this position. All candidates must apply online.