Customer Service Representative

Job Description

Job Description

Join the Watkins Team!

Do you enjoy helping people, staying organized, and being part of a team? As a Customer Service Representative at Watkins Heating & Cooling , you’ll be one of the first points of contact for our customers—answering calls, texts, and messages and helping schedule installations, repairs, tune-ups, and diagnostic appointments.

For more than 30 years, Watkins has built a reputation for quality service and integrity. We believe in taking care of our customers and our people with love, respect, and integrity as part of our family. 

If you’re friendly, dependable, and ready to grow with a company that cares, we’d love to meet you!

Please join us!

We want Watkins to be a place where you can build a career and feel valued as part of the team.

We offer:

• Health benefits: Medical Sharing Plan, Dental, Vision and Accident
• Short/Long Term Disability
• 401k with company match
• Ongoing training and development
• Paid Vacation and Holidays
• Weekly pay
• Life Insurance

What You'll Do:

• Be a friendly and professional first point of contact for customers reaching us by phone, text, email, and other communication channels .
• Listen to customers, understand their needs, and help determine the appropriate next step.
• Schedule service calls, repairs, tune-ups, diagnostic appointments, and other work orders .
• Coordinate and schedule installation appointments with customers and the installation team.
• Review appointment availability and work closely with dispatch and other departments to keep schedules organized.
• Accurately enter customer information, appointment details, and notes into our system.
• Communicate appointment information and expectations clearly to customers.
• Respond to customer questions promptly and accurately.
• Help customers who have concerns or complaints by listening, communicating solutions, and following through.
• Work closely with technicians, dispatchers, installers, and other team members to create a smooth customer experience.
• Adjust to changing schedules and priorities throughout the day.
• Build trust with customers through friendly, helpful, and professional communication.
• Look for opportunities to go the extra mile and make every customer interaction a positive one.
  
• Act as the company gatekeeper.

What We're Looking For:

You don't need to be an HVAC expert—we're looking for someone who is great with people, communication, organization, and follow-through.

Our ideal candidate:

• Has 1+ years of experience in customer service, scheduling, dispatching, project coordination, or a similar role.
• Enjoys talking with and helping customers.
• Is an active listener with strong verbal and written communication skills.
• Is comfortable communicating through phone calls, text messages, email, and computer-based systems.
• Can stay organized while managing multiple conversations, appointments, and priorities.
• Pays attention to details and enters information accurately.
• Can remain calm, patient, and professional when helping customers who may be frustrated or stressed.
• Is dependable, honest, and committed to following through.
• Enjoys working as part of a team.
• Is comfortable working in a busy environment where priorities can change throughout the day.
• Has previous customer service or inside sales experience; HVAC or home-service experience is a plus, but not required.
• Strong geographical knowledge of service area and ability to demonstrate map reading skills in order to maximize drive time between calls.
• Flexibility to work variable hours, including overtime.
• Ability to work as a team player.
  
• Ability to multi-task in a fast paced environment.

Schedule: 

Monday - Friday 

7:30 am to 4:00 pm

9:30 am to 6:00 pm

If you're someone who enjoys helping people, takes pride in staying organized, and wants to be part of a company that values both its customers and its employees, we'd love to hear from you.

Apply today and come see what makes Watkins different.

Watkins is an Equal Opportunity Employer

We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.

Employment At-Will

Employment with Watkins is at-will. This means that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice.

Background Check and Drug Testing

Please note that any offer of employment is contingent upon the successful completion of a background check and drug testing.