Customer Service Representative

Customer Service Representative

About Us:

Hawkins Service Company is a leading home service provider specializing in HVAC, Residential Electrical, New Pool Electrical, Plumbing, Gas, Pool Repair and Solar. We are dedicated to delivering exceptional service to our customers and maintaining a strong reputation in the industry. We are seeking a skilled and motivated Customer Service Representative to join our team and contribute to our continued growth and success.

Join One of Florida's Fastest-Growing Home Service Companies

At Hawkins Service Company, we provide industry-leading HVAC, Electrical, Plumbing, Gas, Pool, services to homeowners throughout our service area. Our reputation is built on exceptional customer experiences, expert service, and a commitment to excellence.

We're looking for an energetic, customer-focused Customer Service Representative who thrives in a fast-paced environment and enjoys helping customers while contributing to company growth.

If you have strong communication skills, enjoy solving problems, and are motivated by performance goals, we'd love to meet you.

Position Summary

As a Customer Service Representative, you will serve as the first point of contact for our customers. Your primary responsibility is to deliver an outstanding customer experience while converting incoming calls into scheduled service appointments. You will manage customer interactions, coordinate scheduling, maintain accurate records, and support revenue growth through excellent customer service and follow-up.

Key Responsibilities
• Answer inbound customer calls professionally, courteously, and efficiently.
• Convert incoming service inquiries into booked appointments across all service divisions.
• Schedule, reschedule, and confirm appointments while maximizing technician availability.
• Accurately document customer interactions and update account information in Service Titan and other company systems.
• Prioritize emergency and urgent service requests appropriately.
• Conduct outbound calls for appointment confirmations, follow-ups, unsold estimates, maintenance reminders, and membership opportunities.
• Maintain detailed and accurate customer records.
• Meet or exceed performance metrics, including:

o Booking rate

o Call quality scores

o Membership sales

o Cancellation rate

o Customer satisfaction goals
• Collaborate with dispatch, sales, and field teams to ensure a seamless customer experience.
• Adapt to changing priorities while maintaining professionalism and efficiency.

Qualifications

Required
• Previous customer service, call center, scheduling, or inside sales experience.
• Strong verbal and written communication skills.
• Excellent multitasking and time management abilities.
• Ability to work effectively in a fast-paced environment.
• Strong computer and data-entry skills.
• Positive attitude with a customer-first mindset.
• Reliable attendance and dependability.

Preferred
• Experience in the home services industry (HVAC, Plumbing, Electrical, Pool repair.)
• Experience using Service Titan or similar CRM software.
• Bilingual English/Spanish.

What We Offer
• Competitive hourly pay plus performance incentives
• Medical, dental, and vision insurance
• 401(k)
• Paid time off and paid holidays
• Ongoing training and career development opportunities
• Advancement opportunities within a growing organization