Technical Customer Support Representative - HVAC/Pool Equipment

Support Representative

Reports to: Customer Support & Dispatch Manager

FLSA: Full-time, Non-exempt

Position Summary:

AquaCal AutoPilot, Inc. is seeking a technically inclined and customer-focused Support Representative to join our dynamic team. The ideal candidate will have hands-on HVAC experience (required), along with a background in the swimming pool or electrical industries, and a strong commitment to delivering a premium customer experience.

This role is more than just answering phones it's about creating a red carpet, white-glove service experience for every customer. The working hours are Monday through Friday, 8 AM 6 PM, with no nights or weekends required. No cold calling or sales involved.

We value individuals who are eager to learn, collaborate, and apply their HVAC and technical expertise to support customers effectively. Join our team where we always work together, grow together, and win together!

Key Responsibilities:

• Answer inbound calls and deliver high-touch customer service with empathy, professionalism, and technical expertise.
• Troubleshoot equipment issues related to heat pumps, salt chlorine generators, and pool control systems (technical training provided)
• Guide customers through solutions with a patient and courteous approach
• Accurately document requests in the CRM system
• Other duties as assigned

Requirements:

• High School Diploma or equivalent
• 2+ years of call center experience in phone queues
• Strong communication skills with a calm, confident phone presence
• Positive, enthusiastic and flexible attitude
• HVAC experience (required)
• Familiarity with swimming pool equipment and/or basic electrical systems
• Previous hands-on field service, installation, or support experience a plus
• Cooperation with others in team environment
• Familiarity with Microsoft Office (Outlook, Teams, Word, Excel, etc.)

Compensation & Benefits:

• Participation in the Team Horner Employee Stock Ownership Plan
• Tuition Reimbursement
• Ongoing industry training
• Yearly performance and long-service awards and events
• Paid time off: Holiday, Vacation, and Personal
• Health, dental, and vision insurance offered
• Short/Long-term disability insurance offered
• 401K and Roth offered
• Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and sessions, stand-up desks and many other great incentives
• State of the art facility with an on-site gym
• Customized hands-on training
• Tenure teammates and growth opportunities
• Positive and friendly work environment
• Merchandise discounts

Team Horner is an Equal Opportunity Employer and encourages growth and opportunity for all. We are a Drug-Free Workplace.