Customer Service Representative

Job Description

Job Description

Customer Service Representative

Horne Heating & Air Conditioning

Location: Charlotte, NC
Job Type: Full-Time
Schedule: Four 10-Hour Shifts (4/10s) | 7:00 AM-6:00 PM
Shift Options: Monday-Thursday or Tuesday-Friday
Pay: $16.00-$20.00 per hour based on experience, plus performance incentives

PLEASE, NO CALLS. ALL CANDIDATES MUST APPLY ONLINE.

Horne Heating & Air Conditioning has proudly served Charlotte and the surrounding communities since 1983. As a family-owned company, we've built our reputation on honest service, dependable solutions, and long-term customer relationships. We believe great customer experiences begin with great people, and our Customer Service Representatives play a vital role in helping homeowners receive the service and comfort they need.

We are seeking a motivated, organized, and customer-focused Customer Service Representative to support our Service and Sales teams by following up with customers on unsold projects and helping convert opportunities into scheduled work. This role is ideal for someone who enjoys building relationships, communicating over the phone, and making a direct impact on company growth while working a schedule that offers three-day weekends every week.

Why Work With Horne?
• Four-day work week with outstanding work-life balance
• Monday-Thursday or Tuesday-Friday schedule options
• Family-owned company with a trusted reputation since 1983
• Strong team culture focused on support, collaboration, and respect
• Leadership that invests in employee growth and development
• Additional earning opportunities through incentives and spiffs
• Stable, year-round employment with long-term career opportunities
• Company events, recognition programs, and team celebrations

Benefits & Compensation:
• $16.00-$20.00 per hour based on experience
• Performance incentives and bonus opportunities
• Medical, dental, vision, and life insurance
• Paid time off, paid holidays, and your birthday off
• 401(k) with a 3% full company match plus partial match on 4-5%
• Professional development and certification reimbursement
• Year-round work stability
• Quarterly team-building events and annual company celebrations

As a Customer Service Representative, you will work directly with customers who have already interacted with our team, helping guide them through the next steps in their home comfort journey. Your primary responsibilities will include making outbound calls regarding unsold service and sales opportunities, reconnecting with previous leads, helping convert opportunities into scheduled work, documenting customer interactions accurately, and coordinating with internal departments to ensure a seamless customer experience. Success in this role requires professionalism, organization, strong communication skills, and the ability to build trust over the phone.

Qualifications:
• Minimum three years of customer service experience
• Strong verbal and written communication skills
• Excellent organizational and multitasking abilities
• Proficiency with Microsoft Word, Excel, and Outlook
• Experience handling multi-line phone systems
• High school diploma or GED
• Self-motivated with the ability to work independently and as part of a team

Preferred Qualifications:
• ServiceTitan experience
• Outbound calling or call center experience
• Sales experience, either over the phone or in person
• Home service industry experience, including HVAC, plumbing, electrical, or pest control
• Bilingual English/Spanish communication skills

Our Core Values:
• Honesty
• Opportunity
• Recognition
• Neighborly
• Empowerment

If you are looking for a long-term opportunity with a company that values your contributions, rewards strong performance, and offers a schedule that provides real work-life balance, Horne Heating & Air Conditioning is the place to build your future.

No calls, please. All candidates must apply online.

Candidates will be required to pass a background check and pre-employment drug screening upon being given a conditional offer of employment