Customer Care Specialist

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-UpA 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 helpfulHVAC or home-services experience is preferred

Service

Titan 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.