Customer Service Representative

Help Customers Get the HVAC Service They Need

Horne Heating and Air Conditioning is looking for a friendly, dependable Customer Service Representative to join our HVAC customer care team. We have both full-time and part-time scheduling options available for someone who enjoys helping people, communicating over the phone, staying organized, and creating a positive customer experience.

As a Customer Service Representative, you'll be one of the first points of contact for homeowners needing HVAC service, maintenance, or estimates. You'll answer incoming calls, gather customer information, schedule appointments, provide updates, and work closely with our service team to keep customers informed.

Since 1983, Horne Heating and Air Conditioning has served homeowners throughout the Charlotte area. As a family-owned company, we've built our reputation on integrity, exceptional service, and investing in the people who make our success possible.

• Monday through Friday
• Monday through Thursday
• Tuesday through Friday
• Friday through Monday
• Part-time weekday schedules

Specific schedules will be discussed based on availability and business needs.

• $18.00-$24.00 per hour, depending on experience
• Full-time and part-time scheduling options
• Four-day workweek opportunities
• Performance incentives and bonus opportunities
• Ongoing training and professional development
• Opportunities for career growth
• Supportive leadership and collaborative team environment
• Quarterly team events and annual company celebrations

• Answer incoming customer calls in a friendly and professional manner
• Assist homeowners with questions about HVAC service, maintenance, and appointments
• Gather accurate customer, property, and service information
• Schedule service calls, maintenance visits, and estimates
• Communicate appointment confirmations, updates, and schedule changes
• Maintain accurate customer information and notes in the company's scheduling system
• Follow up with customers regarding open estimates, scheduling needs, and service opportunities
• Review customer and work order information for accuracy
• Coordinate with dispatchers, technicians, and other office team members
• Respond calmly and professionally to customer questions or concerns
• Help ensure customers receive timely follow-up and a positive experience
• Assist with additional customer service and office responsibilities as needed

• Two or more years of customer service experience in an office, customer support, call center, or similar environment preferred
• Excellent verbal and written communication skills
• Friendly and professional phone presence
• Strong listening skills and ability to understand customer needs
• Organized and able to manage multiple customer requests
• Comfortable working in a busy environment where priorities can change
• Strong attention to detail and accurate data entry skills
• Comfortable using computers, Microsoft Office, and customer management systems
• Positive, dependable, and team-oriented approach
• Ability to handle frustrated or concerned customers professionally

Experience with
HVAC, plumbing, electrical, home services, Service Titan, appointment scheduling, or outbound customer follow‑up is a plus but not required. Bilingual English and Spanish skills are also a plus.

At Horne Heating and Air Conditioning, our values of Honesty, Opportunity, Recognition, Neighborly, and Empowerment guide how we serve our customers and support our team.

If you enjoy helping people and want a full-time or part-time opportunity with a team that values great customer service, we'd love to hear from you.

Candidates will be required to pass a background check and pre-employment drug screening upon being given a conditional offer of employment.

Salary: $18 - $24 per hour