What are the responsibilities and job description for the Customer Care Specialist position at Quality Service Company?
Customer Care Specialist - HVAC
$17.25-$22.25 per Hour | Full-Time | Monday-Friday
Quality Service Company, LLC is a locally owned and operated HVAC company that has served the community since 2003. We believe exceptional service begins with great employees and is built on honesty, integrity, teamwork, and doing the right thing for our customers.
We're looking for a personable and dependable Customer Care Specialist to be one of the primary voices of Quality Service Company.
This is a customer service-focused position. Your priority will be taking care of customers - answering incoming calls, following up on maintenance opportunities, assisting existing customers, and making sure every interaction leaves a positive impression.
While you may assist with appointment scheduling and communicate with our service team, this is not primarily a dispatcher position.
What You'll Be Doing
- Answer incoming customer calls with a friendly and professional approach
- Help customers with questions regarding HVAC service, maintenance, and appointments
- Follow up with customers regarding maintenance plan opportunities and renewals
- Educate customers on the value and benefits of preventative maintenance
- Follow up on maintenance plan leads and help convert opportunities into memberships
- Make outbound follow-up calls to existing and prospective customers
- Assist customers with scheduling service and maintenance appointments
- Follow up after service visits to ensure customers are satisfied
- Respond to customer questions and help resolve concerns
- Maintain accurate customer information and communication notes
- Update customer records and account information within company systems
- Assist with incoming email and other customer communications
- Identify additional opportunities to help customers with their HVAC needs
- Work with the service team when customers need additional assistance
- Provide general administrative and office support as needed
The original role emphasizes being a central point of contact, maintaining accurate customer records, communicating updates, and coordinating customer service needs.
Customer Service & Maintenance Plan Follow-Up
A key part of this position will be maintaining relationships with customers rather than simply answering the phone.
We want someone who is comfortable following up with customers and having conversations about maintenance plans and preventative service. You don't need to be a high-pressure salesperson. Instead, you should be comfortable explaining the value of our services, asking for the business, and consistently following up with customers who have expressed interest.
Success in this position means providing excellent service while also recognizing opportunities to strengthen the customer's relationship with Quality Service Company.
What We're Looking For
The ideal candidate is outgoing, organized, comfortable on the phone, and genuinely enjoys helping customers.
We're looking for someone with:
- Previous customer service or call-center experience
- Excellent phone presence and communication skills
- Confidence making both inbound and outbound customer calls
- Ability to follow up consistently on customer opportunities
- Comfortable discussing maintenance plans and asking customers for the sale
- Strong organizational and data-entry skills
- Ability to handle customer concerns professionally
- Good problem-solving and follow-through
- Ability to manage multiple customer conversations and priorities
- Experience using Microsoft Word, Excel, and Outlook
- Experience with multi-line phone systems
- Basic bookkeeping knowledge is helpful
- HVAC or home-services experience is preferred
- ServiceTitan experience is preferred
If you're organized, enjoy working with customers, and want to be part of a team where communication and customer service matter, we'd like to hear from you.
This is an opportunity to become an important part of the day-to-day customer experience while helping our HVAC service team provide timely, dependable service.
No phone calls or in-office inquiries regarding this position. All candidates must apply online.
Candidates will be required to pass a background check and drug test upon being given a conditional offer of employment.
Salary : $17 - $22