Job description
HVAC Customer Service Representative
**Prior HVAC Experience Required**
About Carroll Mechanical:
Carroll Mechanical is a family-owned HVAC company based in Columbia, Maryland. Our mission is simple: to help our community live comfortably.
We install, repair, and maintain HVAC systems for residential and light commercial clients. Our service area includes Carroll, Howard, Baltimore, and Montgomery counties. We work on a variety of systems, including ACs, furnaces, heat pumps, ductless systems, etc.
As a small business, we strive to differentiate ourselves through great customer service and high-quality craftsmanship. Over the past 10 years, our way of doing things seems to have resonated with customers, and we’re proud to have grown quickly with their support.
Because of this growth, we’re now looking to expand our team. That’s where you come in!
About the Position
We are seeking a skilled Customer Service Representative (CSR) to join our team. The ideal candidate will be a strong problem solver who is capable of responding to customer requests in a timely, professional, and personable way. The CSR will be the public face of Carroll Mechanical and must possess exceptional customer service skills.
This team member will field incoming calls, respond to service requests, dispatch field technicians, and follow up with customers. We expect this person to be outgoing, results-oriented, and accountable to quantitative goals related to customer satisfaction, quality, and conversion rate. The CSR will work directly with the company’s owners to ensure a supportive environment and continuous quality improvement.
Responsibilities
- Answer incoming calls in a timely and professional manner
- Convert calls and other service requests into confirmed appointments (jobs)
- Schedule jobs based on priority level, availability, and nature of request
- Coordinate logistics required to complete each job
- Support field pros throughout the day by communicating ETAs, delays, and schedule changes to customers
- Manage customer relationships throughout each engagement
- Educate on Carroll Mechanical’s offerings, capabilities, and values
- Escalate complex cases to company management as needed
- Follow up with customers to ensure satisfaction and collect reviews
- Sign customers up for maintenance contracts
- Outreach former, current, and potential customers to check in on their systems and find opportunities to add value
- Meet or exceed pre-defined customer service KPIs
- Manage all opportunities and customer interactions in ServiceTitan
- Ensure proper documentation for each job, including detailed notes and pictures, signed paperwork, and collect payments and/or financing agreements
- Maintain professional conduct and appearance in all working conditions
Requirements
- Two or more years of proven success in a customer service role
- Prior HVAC customer experience highly preferred
- Familiarity with ServiceTitan or similar CRM preferred
- Strong sales, follow-up, closing and organizational skills
- Excellent oral and written communication skills, with the ability to empathize with and sell to a wide range of customers
- Growth mindset, with an excitement to learn and test new strategies
- Strong work ethic, with the passion to meet and exceed company goals
- Ability to work a full-time schedule, with flexibility to take calls on nights and weekends on an as-needed, mutually-agreed-upon basis
- High degree of competence with desktop and mobile devices and applications
Compensation
- Full-time
- Non-exempt (overtime eligible)
- Base plus bonus structure
- Base: Hourly, $18-25 / hour
- Bonus: Based on KPIs achieved
- Paid holidays
- Paid time off
- Paid training opportunities
- Referral program
- Competitive benefits
Location
- Role is 100% in-person. Must be able to commute to the office. Office is located in Columbia MD.
About the Team
Our small-but-mighty team works together to complete jobs, big and small. Our team is led by co-owners Bryan and Roy, who are very active in the day-to-day operations of the business. You will work closely with our comfort advisors, service manager, technicians, installers, and helpers.
We try our hardest to build a good culture and make Carroll Mechanical an exceptional place to work. We treat each other with respect, help each other grow, and reward people for their work. Employees are eligible for bonuses, raises, and promotions based on individual and team performance. Management is engaged and responsive.
People who join Carroll Mechanical tend to stay at Carroll Mechanical - so we hope you’ll join us!
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
Shift:
Experience:
- Customer Service: 2 years (Preferred)
Ability to Commute:
Work Location: In person
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Experience:
- HVAC Customer Service: 2 years (Preferred)
Work Location: In person
