Customer Service Representative

Job Description

Job Description

Customer Service Representative - HVAC & Generator Division

Company: Washington Generators & Pelican Heating and Air

Location: Kent, WA (onsite)

Schedule: Monday-Friday, 8:00 am - 4:30 pm

Pay: $23.00 - $28.00/hour, depending on experience

Washington Generators and Pelican Heating and Air have proudly served the Pacific Northwest for over 31 years. Our reputation is built on honest, high-quality work and an unwavering commitment to exceptional customer service. As we continue to grow, we're looking for a reliable, tech-savvy Customer Service Representative to support both our HVAC and generator divisions.

Who We're Looking For:

We're looking for a dynamic, customer-focused professional with ServiceTitan experience (or the ability to learn), ideally from a local HVAC company, who can confidently manage a mix of HVAC and generator service coordination. The ideal candidate has a friendly, engaging personality with a strong phone presence and excels in both scheduling and dispatching in a fast-paced environment. Adaptability with computer systems is a must, along with a willingness to learn and grow, especially as we integrate more AI tools into our operations. If you're someone who enjoys problem-solving, communicating with customers, and supporting a high-performing team, we'd love to meet you.

Why Join Our Team?

• Advancement opportunities
• Health (95% covered by employer), Dental, and Vision insurance
• 6.5 days Paid Vacation
• 11 Paid Holidays
• Sick Time accrued at 1 hour per 40 hours worked
• 401k with 4% company match

Key Responsibilities:

• Answer incoming calls and provide exceptional service to new and existing customers
• Schedule and dispatch service calls for both HVAC and generator technicians
• Make outbound calls to schedule maintenance visits or follow up on estimates and sales leads
• Support filter sales and assist with light upselling when needed
• Accurately enter service and registration data into ServiceTitan
• Perform administrative duties such as photocopying, faxing, filing, mail sorting, and supply inventory
• Greet visitors and route calls or messages to appropriate team members
• Coordinate deliveries and express mail (FedEx, UPS, etc.)

What You Bring to the Team:

• A friendly, professional personality with strong phone communication skills
• Proven ability to manage scheduling, dispatching, and outbound calls in a fast-paced setting
• Tech-savvy with the ability to quickly learn and adapt to new computer systems
• An openness to growth and a proactive mindset toward using AI tools as they become more integrated
• Strong problem-solving skills and a collaborative approach to supporting team success
• Comfortable making outbound calls and conducting light sales/upselling when appropriate
• Experience working with permits or as a permit technician is preferred
• Spanish-speaking is a plus

Join Our Team:

If you're ready to be part of a company that values teamwork, professionalism, and doing the right thing for our customers, we encourage you to apply today!

Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment.