What are the responsibilities and job description for the Customer Service Specialist position at Davidson Heating & Air, Inc.?
Role Description This is a full-time, Customer Service Specialist role based in Lexington, NC The Customer Service Specialist will handle inbound and outbound customer calls, respond to emails, and assist customers with scheduling service appointments, maintenance visits, and follow-up calls. The role involves answering questions about services, communicating clearly about timelines and expectations, and resolving basic billing or account inquiries. The specialist will document all interactions in the company’s systems, coordinate with technicians and dispatch, and escalate complex issues when needed. This position requires consistent, courteous, and solution-focused communication to ensure a positive customer experience at every touchpoint.
Qualifications
- Strong customer-facing skills, including Customer Service and Customer Experience, with a focus on building trust and delivering reliable support.
- Proficiency in Customer Support and Customer Satisfaction practices, including resolving issues, following up on open tickets, and maintaining high service standards.
- Clear and professional Phone Etiquette, with the ability to manage multiple calls, handle difficult conversations calmly, and communicate technical information in simple terms.
- Excellent verbal and written communication skills, with attention to detail when recording customer interactions and updating records.
- Comfort using basic office and CRM software; ability to learn new systems and follow established procedures.
- Strong organizational and time-management skills, including the ability to prioritize tasks in a fast-paced environment.
- Prior experience in customer service, call center, or HVAC/home services environments is preferred
- High school diploma or equivalent required; additional training or coursework in customer service or business is a plus.
Salary : $16 - $20