Customer Service Representative

Customer Service Representative

Jazz Home Services is not just another HVAC service provider - we're a team of passionate professionals dedicated to delivering exceptional service to our valued customers. We're passionate about people, collaborative in our approach, and believe in staying scrappy while having fun. Here, you'll find a work environment that feels like family, where every team member is valued and empowered to succeed.

Currently seeking a full-time Customer Service Representative who is responsible for delivering an exceptional customer experience by serving as first point of contact for our customers. This role will handle inbound calls, schedule appointments, provide service support and ensure all customer interactions are handled with professionalism, accuracy and a solution focused mindset.

Key Responsibilities:

• Respond to customer inquiries via phone, email, SMS etc. with professionalism, accuracy, and urgency.
• Provide clear information on HVAC, and plumbing products, services, maintenance plans, warranties, and company policies.
• Assist customers with placing orders, scheduling appointments, and processing returns or exchanges.
• Handle and resolve customer concerns with empathy, confidence, and strong problem-solving skills.
• Offer basic troubleshooting support for HVAC, and plumbing products and guide customers through simple installation or maintenance steps.
• Coordinate with technical teams for advanced troubleshooting and service needs.
• Escalate complex situations to the appropriate department or manager when needed.
• Ensure accurate processing of customer orders and timely fulfillment.
• Monitor order status, proactively communicate updates, and set clear expectations with customers.
• Maintain and update customer accounts and records within the CRM system.
• Provide customers with information about promotions, discounts, maintenance plans, and new product offerings.
• Help customers choose the right service or product based on their needs. No hard sales, but confident guidance encouraged.
• Identify opportunities to enhance the customer's experience and strengthen loyalty.

Qualifications:

• 12 years of customer service experience; HVAC or home-services industry experience is a strong plus.
• Familiarity with HVAC systems or terminology preferred; willingness to learn quickly is essential.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a calm, professional approach to conflict resolution.
• Comfortable working in a fast-paced environment with high call volume.
• Proficient with customer service tools, CRM systems, and standard office software.
• Ability to multitask effectively while maintaining accuracy and attention to detail.
• Positive attitude, team-oriented mindset, and commitment to delivering exceptional customer experiences.
• Sales or upselling experience not required, but a natural ability to guide customers toward the right solutions is a plus.
• Ability to work a 4x10 schedule (four 10-hour shifts per week) with flexibility for evenings or weekends as needed.
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Physical Demands:

• Stand/Sit: Must be able to remain in stationary position 50% of the time

• May be required to bend, climb (Stairs/Ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run

• May be required to drive and sit for long periods of time

• Must be able to maneuver up to 25 lb. by lifting, carrying, pushing

What We Offer!

• Industry Leading Benefits Package
• Medical, Dental, Vision
• Employee Discounts
• Career growth opportunity
• Paid Holidays, generous PTO plan, Sick Pay available based on position
• 401(k), IRA

PAY TRANSPARENCY:

The hourly pay opportunity for this role ranges is up to $20/hr. Pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.

Jazz Home Services an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.