Customer Care Specialist

Job Description

Job Description

Do you enjoy helping people, solving problems, and being the friendly voice customers rely on? If so, we want to meet you!

We’re looking for a Customer Care Specialist to join our team and deliver an exceptional customer experience. In this role, you’ll be the connection between our customers and our service teams—helping schedule appointments, answering questions, and ensuring every interaction leaves customers feeling confident and cared for.

???? This is a full-time, in-office position located at:
1000 Business Center Drive, Lake Mary, FL

If you thrive in a fast-paced environment, enjoy working with people, and take pride in delivering great service, this could be the perfect opportunity for you.

What You'll Do

As a Customer Care Specialist, you’ll play an important role in keeping operations running smoothly and customers satisfied.

Your responsibilities will include:

• Answering inbound calls and SMS messages to schedule, reschedule, or cancel service appointments

• Making outbound follow-up calls for service coordination, customer feedback, and reconnect opportunities

• Providing clear and accurate information to customers about services, maintenance plans, and promotions

• Processing transactions including credit card payments, refunds, and service plan enrollments

• Demonstrating empathy and active listening when assisting customers with questions or concerns

• Maintaining accurate documentation through email, text, and internal systems

• Setting up and managing maintenance plans and extended warranties

• Resolving customer concerns promptly while ensuring a positive experience

• Collaborating with internal teams to improve service quality and customer satisfaction

• Supporting special projects and operational initiatives when needed

What Makes You a Great Fit

We’re looking for someone who is customer-focused, organized, and a strong communicator.

Preferred qualifications include:

• 2+ years of phone-based customer support experience , ideally in a high-volume call center or service environment

• HVAC or home services industry experience is a strong plus

• ServiceTitan experience strongly preferred

• Excellent verbal and written communication skills

• Strong multitasking ability in a fast-paced environment

• Experience meeting performance metrics and KPIs

• Proficiency with computers and Microsoft Office (Word, Excel, PowerPoint)

• Ability to work with multiple monitors and systems simultaneously

• High school diploma or equivalent

Additional requirements:

• Must be 18 years or older

• Authorized to work in the United States

• Ability to work overtime and occasional weekend rotations if needed

• Bilingual (English/Spanish) is a plus

• Ability to pass a background check and drug screening

Key Skills for Success

✔ Strong communication skills
✔ Customer-focused mindset
✔ Team collaboration
✔ Flexibility and adaptability
✔ Technical and computer proficiency

This is a great opportunity to grow your career in a supportive, team-focused environment where your work directly impacts customer satisfaction.

???? If you enjoy helping people and want to be part of a team that values great service, we encourage you to apply today!