Technical Customer Support Representative - HVAC/Pool Equipment

Job Description Job Description Reports to: Customer Support & Dispatch Manager
FLSA: Full-time, Non-exempt
Position Summary:
AquaCal AutoPilot, Inc. is seeking a technically inclined and customer-focused Support Representative to join our dynamic team. The ideal candidate will have hands-on HVAC experience (required) , along with a background in the swimming pool or electrical industries, and a strong commitment to delivering a premium customer experience.
This role is more than just answering phones — it’s about creating a red carpet, white-glove service experience for every customer. The working hours are Monday through Friday, 8 AM – 6 PM, with no nights or weekends required. No cold calling or sales involved.
We value individuals who are eager to learn, collaborate, and apply their HVAC and technical expertise to support customers effectively. Join our team where we always work together, grow together, and win together!
Key Responsibilities:
Answer inbound calls and deliver high-touch customer service with empathy, professionalism, and technical expertise.
Troubleshoot equipment issues related to heat pumps, salt chlorine generators, and pool control systems (technical training provided)
Guide customers through solutions with a patient and courteous approach
Accurately document requests in the CRM system
Other duties as assigned
Requirements:
High School Diploma or equivalent
2+ years of call center experience in phone queues
Strong communication skills with a calm, confident phone presence
Positive, enthusiastic and flexible attitude
HVAC experience (required)
Familiarity with swimming pool equipment and/or basic electrical systems
Previous hands-on field service, installation, or support experience a plus
Cooperation with others in team environment
Familiarity with Microsoft Office (Outlook, Teams, Word, Excel, etc.)
Compensation & Benefits:
Participation in the Team Horner Employee Stock Ownership Plan
Tuition Reimbursement
Ongoing industry training
Yearly performance and long-service awards and events
Paid time off: Holiday, Vacation, and Personal
Health, dental, and vision insurance offered
Short/Long-term disability insurance offered
401K and Roth offered
Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and sessions, stand-up desks and many other great incentives
State of the art facility with an on-site gym
Customized hands-on training
Tenure teammates and growth opportunities
Positive and friendly work environment
Merchandise discounts
... and so much more!
Team Horner is an Equal Opportunity Employer and encourages growth and opportunity for all. We are a Drug-Free Workplace.