Call Center Representative

Supplying Your Family with Dependable Comfort Since 1979

At Rowland, we’ve built a legacy of trust and excellence in residential HVAC, Electrical and Plumbing services. Our commitment to quality and customer satisfaction is matched only by our dedication to our team. When you join Rowland, you're not just starting a job—you’re becoming part of a company that values your growth, well-being, and success.

What We Offer:

• Top-Tier Benefits Package – Designed to support you and your family.
• Highly Competitive Pay – Because your skills deserve to be rewarded.
• Comprehensive Medical, Dental & Vision Insurance – Stay healthy, stay covered.
• Generous PTO & Paid Holidays – Work-life balance matters.
• 401(k) & IRA Options – Invest in your future with confidence.
• Company Vehicle, Gas Card & Tablet – Tools to help you succeed in the field.

Join a team that’s been delivering comfort and care to homes across the region for over four decades. At Rowland, we don’t just offer jobs—we offer careers with purpose.

Key Responsibilities:

• Respond to customer inquiries via phone or email in a timely and professional manner.
• Provide accurate information about HVAC products, services, warranties, and company policies.
• Assist customers with placing orders, scheduling appointments, and processing returns or exchanges.
• Handle and resolve customer complaints and issues efficiently and effectively.
• Escalate complex issues to the appropriate department or manager when necessary.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
• Offer basic technical support and troubleshooting assistance for HVAC products.
• Guide customers through installation and maintenance procedures for HVAC systems.
• Coordinate with technical support teams for advanced troubleshooting and service calls.
• Ensure the accurate processing of customer orders and their timely fulfillment.
• Monitor order status and communicate updates to customers.
• Manage and update customer accounts and records in the CRM system.
• Provide customers with information about promotions, discounts, and new products.

Qualifications:

• Minimum of 2 years of experience in customer service, preferably in the HVAC industry.
• Familiarity with HVAC systems and terminology is highly desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Proficient in using customer service software, CRM systems.
• Ability to multitask and manage time effectively.
• Positive attitude and a strong commitment to customer satisfaction.
• Ability to work in a fast-paced environment.
• Willingness to learn and adapt to new technologies and procedures.

Physical Demands:

• Stand/Sit: Must be able to remain in the stationary position for 50% of the
• May be required to bend, climb (stairs or ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run.
• May be required to drive and sit for long periods of time.
• May be required to maneuver up to 25 lb. by lifting, carrying, or pushing

Pay Transparency:

The starting rate for this opportunity ranges from $20 to $22 plus bonuses, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands.

Other rewards may include incentive plan opportunities and annual bonus eligibility. We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rating based on location and experience.

Apex Service Partners is an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by an Apex recruiter with an @apexservicepartners.com email directly from our organization.

Job Type: Part-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have experience within the HVAC-Plumbing- or home industry?
• Extreme flexibility is required, including onsite, remote, hybrid, and overnight shifts.

Are you ok with this?

• If selected for an overnight shift, there will be a $2/hour shift differential.

Are you ok with this?

Experience:

• Customer service: 2 years (Required)
• Sales: 1 year (Required)

Work Location: In person

Salary : $20 - $22