Client Relations Representative / CSR

Job Description

Job Description

LEAD WITH EMPATHY. FOLLOW THROUGH WITH ACTION.

When a homeowner calls us, something in their home is not working. Their day may already be disrupted, and they need more than a voice that can book an appointment. They need someone who will listen first, understand what they are dealing with, and help them feel taken care of.

We’re looking for a Client Relations Representative who leads every customer interaction with empathy, patience, and respect.

Since 2009, we’ve grown from a one-man HVAC company into a trusted home-service provider serving homeowners throughout the Charlotte area. We’ve grown a lot, but our approach has not changed: take care of our customers, take care of our team, communicate clearly, and do quality work the right way.

We make systems work.

WHAT YOU’LL DO

As a Client Relations Representative / CSR, you’ll be the first point of contact for customers, understand what they need, schedule the right service, and keep communication clear from the first call through follow-up.

• Answer inbound calls and respond to email, chat, and other customer inquiries
• Listen carefully, ask thoughtful questions, and make customers feel heard
• Book and schedule HVAC, plumbing, and electrical appointments accurately
• Explain arrival windows, next steps, and company processes clearly
• Recognize urgent situations and gather the right information for dispatch
• Make outbound calls for confirmations, follow-ups, and scheduling needs
• Handle complaints and difficult conversations with patience and professionalism
• Collect payments and maintain accurate customer records
• Communicate schedule changes and updates with empathy and clarity
• Work closely with dispatch, technicians, managers, and the rest of the office team
• Use ServiceTitan, phone systems, Microsoft Office, Teams, and related tools
• Protect customer information and follow company procedures

Requirements

WHAT WE’RE LOOKING FOR

• Two years of customer service or call-center experience requested, but not required
• A natural ability to lead with empathy, listen without interrupting, and stay respectful under pressure
• Clear, confident verbal and written communication
• Comfort handling a high volume of calls and shifting priorities
• Strong attention to detail and accurate data entry
• Ability to learn ServiceTitan and other office systems
• Dependable, organized, and ready to support customers and teammates
• Home-service experience is a plus, but not required

Benefits

WHY TRAVIS CRAWFORD?

STRONG EARNING POTENTIAL

Good work should be rewarded. We offer competitive pay and opportunities to grow as you grow with us.

THE TOOLS TO DO YOUR JOB

• Company-provided laptop and workstation
• Modern phone, customer-management, and scheduling technology
• Structured training and ongoing coaching
• Support from dispatch, management, technicians, and the rest of the team

BENEFITS THAT INVEST IN YOU

• Competitive pay
• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• 401(k) with company match
• Ongoing paid technical and professional training
• Career advancement opportunities
• Supportive team environment
• Family-oriented culture with company events

MORE THAN ANOTHER JOB

We want good people to build careers here. We invest in training, recognize great work, celebrate wins, and give our team opportunities to grow as the company grows.

Empathy does not mean having every answer. It means listening, staying present, communicating honestly, and taking ownership of the next step. If that sounds like the way you take care of people, we’d like to meet you.

Service Area: Charlotte, Lake Norman, Huntersville, Cornelius, Davidson, Mooresville, Concord, Matthews, Mint Hill, Monroe, Indian Trail, Waxhaw, Fort Mill, Rock Hill, Gastonia, Belmont, Mount Holly, Denver, Kannapolis, Pineville, Ballantyne, Clover, and surrounding communities.