Blackwell Heating & Air Conditioning, Inc. | Fayetteville, NC
THIS IS NOT AN HVAC EQUIPMENT SALES POSITION
Blackwell Heating & Air Conditioning, Inc. is looking for a Customer-Focused HVAC Comfort Specialist to join our team.
This position is ideal for someone who is great with people, organized, persistent, and comfortable communicating with customers by phone and text.
You will NOT be responsible for selling HVAC equipment or closing replacement-system sales.
Instead, your primary responsibility will be to stay connected with customers after service calls, follow up on recommended repairs, answer questions, and encourage customers to move forward with repairs they have already been advised to complete.
If you enjoy helping customers, following up, building relationships, and turning opportunities into scheduled service work, this could be a great fit.
WHAT YOU'LL DO
As our HVAC Comfort Specialist, you will help maintain relationships with customers after our technicians have completed service calls.
Your responsibilities will include:
- Follow up with customers after diagnostic and service appointments
- Contact customers who have received repair recommendations
- Explain repair recommendations in a clear and customer-friendly manner
- Answer customer questions and address concerns
- Encourage customers to approve and schedule recommended repairs
- Follow up on estimates and pending repair opportunities
- Contact customers who have not yet made a decision
- Maintain regular communication with customers without being pushy
- Schedule approved repairs with the service department
- Keep detailed notes regarding customer conversations and follow-ups
- Maintain accurate customer information in the company's system
- Identify customers who may need additional service or follow-up
- Coordinate with technicians, dispatchers, and office staff
- Help improve customer retention and repeat business
- Provide excellent customer service throughout the entire process
YOUR PRIMARY GOAL
Your job is simple:
Don't let a good customer opportunity fall through the cracks.
A technician may diagnose a problem and recommend a repair, but customers don't always make a decision immediately.
You will be responsible for staying in contact with those customers, answering their questions, reminding them of their options, and helping them take the next step when they are ready.
THIS IS CUSTOMER SERVICE — NOT HIGH-PRESSURE SALES.
We want customers to feel helped, informed, and valued, not pressured.
THE RIGHT PERSON FOR THIS POSITION
We're looking for someone who is:
- Friendly and professional
- Confident speaking with customers
- Comfortable making frequent follow-up calls
- Persistent without being pushy
- Organized and detail-oriented
- Excellent at building customer relationships
- Comfortable discussing HVAC repairs at a basic level
- Able to explain information clearly
- Good at listening to customer concerns
- Comfortable using computers and customer-management software
- Able to follow up consistently and stay organized
- Motivated by helping customers and generating completed repair work
- Dependable and professional
HVAC EXPERIENCE IS A PLUS
You do not necessarily need to be a technician for this position.
However, experience in HVAC, home services, plumbing, electrical, construction, property management, customer service, dispatching, or inside sales is highly valuable.
The ability to understand common HVAC terminology and explain repair recommendations to customers will be important.
WHAT YOU'LL BE FOLLOWING UP ON
You may communicate with customers regarding:
- Recommended HVAC repairs
- Pending repair estimates
- Parts that have arrived and are ready for installation
- Follow-up service
- Preventative maintenance
- System performance concerns
- Previously diagnosed issues
- Customers who postponed recommended repairs
- Customers who need to schedule approved work
You are not responsible for diagnosing HVAC equipment.
You will rely on the technician's diagnosis and the company's recommendations when communicating with customers.
WHAT YOU WILL NOT BE DOING
This is NOT a traditional HVAC sales position.
You will not be expected to:
- Sell replacement HVAC systems
- Perform equipment sales presentations
- Diagnose HVAC equipment
- Perform repairs
- Install equipment
- Pressure customers into purchasing equipment
Your focus is customer communication, follow-up, service retention, and getting previously recommended repairs scheduled.
WHAT SUCCESS LOOKS LIKE
A successful Comfort Specialist will make sure that:
Technician recommends repair → Customer understands the recommendation → Customer receives follow-up → Questions are answered → Customer feels comfortable moving forward → Repair gets scheduled.
You will play an important role in helping our technicians' recommendations turn into completed repairs while providing an excellent customer experience.
WHY BLACKWELL HEATING & AIR CONDITIONING?
Blackwell Heating & Air Conditioning, Inc. is an established local HVAC company serving residential and commercial customers in the Fayetteville area.
We believe in treating customers with honesty, professionalism, and respect.
Our philosophy is simple:
Business with Integrity.
If you're a people person who loves communication, follow-up, organization, and helping customers—and you want to become an important part of a growing HVAC company—we want to hear from you!
Job Type: Full-time
Pay: $20.00 - $40.00 per hour
Expected hours: 40.0 per week
Benefits:
- Health insurance
- Paid time off
Experience:
- HVAC sales: 2 years (Required)
Work Location: In person
