Customer Care Specialist

What You'll Be DoingAnswer incoming customer calls with a friendly and professional approachHelp customers with questions regarding HVAC service, maintenance, and appointmentsFollow up with customers regarding maintenance plan opportunities and renewalsEducate customers on the value and benefits of preventative maintenanceFollow up on maintenance plan leads and help convert opportunities into membershipsMake outbound follow-up calls to existing and prospective customersAssist customers with scheduling service and maintenance appointmentsFollow up after service visits to ensure customers are satisfiedRespond to customer questions and help resolve concernsMaintain accurate customer information and communication notesUpdate customer records and account information within company systemsAssist with incoming email and other customer communicationsIdentify additional opportunities to help customers with their HVAC needsWork with the service team when customers need additional assistanceProvide general administrative and office support as neededThe original role emphasizes being a central point of contact, maintaining accurate customer records, communicating updates, and coordinating customer service needs. We're looking for someone with:Previous customer service or call-center experienceExcellent phone presence and communication skillsConfidence making both inbound and outbound customer callsAbility to follow up consistently on customer opportunitiesComfortable discussing maintenance plans and asking customers for the saleStrong organizational and data-entry skillsAbility to handle customer concerns professionallyGood problem-solving and follow-throughAbility to manage multiple customer conversations and prioritiesExperience using Microsoft Word, Excel, and OutlookExperience with multi-line phone systemsBasic bookkeeping knowledge is helpfulHVAC or home-services experience is preferredServiceTitan experience is preferredIf you're organized, enjoy working with customers, and want to be part of a team where communication and customer service matter, we'd like to hear from you.

Customer Care Specialist - HVAC$17.25-$22.25 per Hour | Full-Time | Monday-FridayQuality Service Company, LLC is a locally owned and operated HVAC company that has served the community since 2003. We believe exceptional service begins with great employees and is built on honesty, integrity, teamwork, and doing the right thing for our customers.We're looking for a personable and dependable Customer Care Specialist to be one of the primary voices of Quality Service Company.This is a customer service-focused position. Your priority will be taking care of customers - answering incoming calls, following up on maintenance opportunities, assisting existing customers, and making sure every interaction leaves a positive impression.While you may assist with appointment scheduling and communicate with our service team, this is not primarily a dispatcher position.What You'll Be DoingAnswer incoming customer calls with a friendly and professional approachHelp customers with questions regarding HVAC service, maintenance, and appointmentsFollow up with customers regarding maintenance plan opportunities and renewalsEducate customers on the value and benefits of preventative maintenanceFollow up on maintenance plan leads and help convert opportunities into membershipsMake outbound follow-up calls to existing and prospective customersAssist customers with scheduling service and maintenance appointmentsFollow up after service visits to ensure customers are satisfiedRespond to customer questions and help resolve concernsMaintain accurate customer information and communication notesUpdate customer records and account information within company systemsAssist with incoming email and other customer communicationsIdentify additional opportunities to help customers with their HVAC needsWork with the service team when customers need additional assistanceProvide general administrative and office support as neededThe original role emphasizes being a central point of contact, maintaining accurate customer records, communicating updates, and coordinating customer service needs.Customer Service & Maintenance Plan Follow-UpA key part of this position will be maintaining relationships with customers rather than simply answering the phone.We want someone who is comfortable following up with customers and having conversations about maintenance plans and preventative service. You don't need to be a high-pressure salesperson. Instead, you should be comfortable explaining the value of our services, asking for the business, and consistently following up with customers who have expressed interest.Success in this position means providing excellent service while also recognizing opportunities to strengthen the customer's relationship with Quality Service Company.What We're Looking ForThe ideal candidate is outgoing, organized, comfortable on the phone, and genuinely enjoys helping customers.We're looking for someone with:Previous customer service or call-center experienceExcellent phone presence and communication skillsConfidence making both inbound and outbound customer callsAbility to follow up consistently on customer opportunitiesComfortable discussing maintenance plans and asking customers for the saleStrong organizational and data-entry skillsAbility to handle customer concerns professionallyGood problem-solving and follow-throughAbility to manage multiple customer conversations and prioritiesExperience using Microsoft Word, Excel, and OutlookExperience with multi-line phone systemsBasic bookkeeping knowledge is helpfulHVAC or home-services experience is preferredServiceTitan experience is preferredIf you're organized, enjoy working with customers, and want to be part of a team where communication and customer service matter, we'd like to hear from you.This is an opportunity to become an important part of the day-to-day customer experience while helping our HVAC service team provide timely, dependable service.No phone calls or in-office inquiries regarding this position. All candidates must apply online.Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment.