Customer Care Representative

Customer Care Representative

Annapolis, MD | $19-$24 per hour + BenefitsFull-Time | Monday-Friday

Great Customer Service Starts With You!

When a homeowner's heating or cooling system stops working, they want someone who will listen, understand their concerns, and help them find a solution.

That's where you come in.

Coastal Heating & Air in Annapolis, MD is looking for a Customer Care Representative who enjoys helping people, can stay organized in a busy environment, and knows how to turn a stressful situation into a positive customer experience.

You'll be the connection between our customers, office staff, and field technicians. From scheduling appointments to answering questions and coordinating service requests, your work will help keep our business running smoothly.

Why work with us?

We believe a great workplace is built on respect, teamwork, and a little fun along the way. Our company has employees who have stayed with us for many years, including some with nearly 20 years of tenure.

We work hard, support each other, and believe that a positive work environment makes a difference for both our employees and our customers.

A Great Place to Build Your Career

We believe employees should feel supported and appreciated. That's why we offer:

• $19-$24 per hour, depending on experience.
• Employer-paid medical coverage for employees.
• Dependent medical coverage available.
• Dental and vision insurance.
• Paid vacation, holidays, and sick leave.
• 401(k) with company contribution.
• Company-paid life insurance.
• Short-term and long-term disability coverage.
• A Monday-Friday work schedule.
• An established company with long-term employees.
• A collaborative workplace where your efforts matter.

What Your Day Might Look Like

No two days will be exactly the same, but you'll regularly:

• Be the friendly voice customers hear when they call for service.
• Help homeowners schedule heating and cooling appointments.
• Listen to customer concerns and identify what assistance they need.
• Keep customers informed about their appointments and scheduling changes.
• Work closely with office employees and field technicians to coordinate service needs.
• Enter and update customer information, service requests, and appointment details.
• Help resolve customer questions or concerns before they become larger issues.
• Balance incoming calls, scheduling requests, and administrative responsibilities.
• Support teammates when unexpected situations arise.
• Help ensure every customer interaction reflects our commitment to exceptional service.

You'll Be a Great Fit If You...

• Genuinely enjoy working with people and helping them solve problems.
• Communicate clearly and make customers feel comfortable.
• Can manage several responsibilities without losing track of the details.
• Stay calm and professional when customers are frustrated or schedules change.
• Take initiative rather than waiting for someone to tell you what needs to be done.
• Have strong organizational and computer skills.
• Work well with others and believe everyone contributes to the team's success.
• Are dependable, adaptable, and willing to learn.

Previous customer service experience is preferred, especially in a busy office, call center, or scheduling environment.

New to HVAC? That's okay!

Experience in HVAC or another home service industry is helpful, but we're more interested in finding someone with the right customer service skills, work ethic, and attitude.

Familiarity with ServiceTitan or other scheduling software is a plus.

Ready to Make a Difference?

We're looking for someone who understands that great customer service goes beyond answering the phone. It's about building trust, finding solutions, and making every customer feel important.

If you're a positive, organized, and customer-focused person who wants to work with a team that appreciates your contributions, we want to meet you!

Apply today and become part of our team!