Customer Service Representative

HVAC/Plumbing Customer Representative/Dispatch Services

Who You Are:

Someone looking for a career, not a job. The ideal candidate must have a growth mindset and be interested in professional development. They should also be able to work in a fast-paced environment while being self-motivated to provide exceptional customer service. Must have effective listening and verbal communication skills, proven ability to meet/exceed set goals, and be receptive to constant coaching and feedback. To manage the day-to-day scheduling operations, ensure that jobs are ready for scheduling. The candidate will have experience efficiently scheduling work orders and ensuring technicians have the ability to arrive on time. Plumbing/HVAC/Service industry experience is highly preferred!

The Role & Responsibilities:

We are looking to hire an exceptional customer service representative to deliver the most efficient, highest-quality customer experience possible. This full-time, on-site, in-office role is based in Jacksonville, FL. No previous HVAC experience is required as we will provide on-the-job, paid training, BUT experience allows for higher compensation, faster growth, and leadership opportunities.

Responsibilities include:

• Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, responding to emails, incoming and outgoing correspondence.
• Make outbound calls to existing customers.
• Promote and sell new and additional products/services when applicable.
• Coordinate scheduling of technicians for service calls, installations, and repairs
• Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints
• Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner
• Refer unresolved customer complaints to management for further investigation/resolution.
• Maintain and update our customer database with complete and accurate information.
• Assist with call board and the dispatch of technicians.
• Learn call scripts and proper replies and apply them to appropriate situations.
• Organize and maintain systems for documents, invoices, and client records
• Process payments from customers
• Participate in training so that you grow and develop as a professional.

Minimum Skills and Experience Required:

• Experience in dispatching, preferably in a similar industry such as plumbing, HVAC, or electrical services
• Proficiency in Google Suite, Slack and in dispatching software such as ServiceTitan
• Excellent time management skills and the ability to multitask and prioritize work
• Attention to detail and problem solving skills
• Excellent communication with customers, suppliers, and team members
• Familiarity with HVAC/plumbing service terminology, processes, and materials can be beneficial for understanding the business and communicating effectively with technicians and customers.

Your primary goal in HVAC/ Plumbing customer representative/dispatch services is to promote customer satisfaction by converting incoming customer calls into booked appointments while ensuring efficiency. You will perform various day-to-day tasks for a growing company with an opportunity to advance. This isn't just a job; it's a thriving career. We value a friendly demeanor and the capability to converse with customers and technicians enthusiastically and professionally. Your work directly impacts the company's success, and you'll leave each day knowing you played an integral role in that success.

Benefits:

We invest in the whole you — your health, your family, and your future. When you join us, you're not just getting a job — you're gaining a benefits package designed to support you at every stage of life.

• Medical Insurance: Comprehensive medical coverage with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA.
• Dental Insurance: Dental coverage with low weekly premiums.
• Vision Insurance: Vision coverage with low weekly premiums.
• Basic Life and AD&D Insurance: Company-paid basic Life and AD&D insurance.
• Long-Term Disability: Company-paid Basic Long-Term Disability coverage.
• Short-Term Disability: Optional Voluntary Short-Term Disability coverage.
• Additional Life Insurance: Optional additional life insurance coverage available.
• Retirement Plan: Traditional 401(k) and Roth 401(k) options with company match!
• Supplemental Health Plans: Including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot — an exclusive employee discount program.
• PTO and Paid Holidays Available

Preferred, Education, and Experience:

Preferred: One-Year Consecutive Call Center Experience (preferably in the HVAC or Home Services industry)

• High School Education or Equivalent
• Ability to pass a background check
• Available to work flexible hours and on-call shifts as needed
• Ability to maintain a positive attendance record

Why J&W Heating and Air + Plumbing:

J&W Heating and Air + Plumbing is a residential HVAC and Plumbing company specializing in Northeast Florida area HVAC and Plumbing, repairs, maintenance, installation. We have been locally Veteran operated for over 55 years. J&W Heating and Air + Plumbing offer sales and service seven days a week with after-hours, on-call, and emergency response options. With our company, there is room to grow for the right candidate looking to be compensated well.

Work Schedule:

• Monday to Friday
• Weekend availability
• Other

Supplemental Pay:

• Bonus pay