HVAC Customer Support Specialist — Fast-Paced & Impactful

What Drives Success

The individual in this role handles incoming customer calls and fulfills customer needs to ensure customer satisfaction. They may respond to e‑mail inquiries. Calls are basic and routine. Calls are non‑routine and require deviation from standard screens, scripts, and procedures.

Duties include but are not limited to:

• Processes new orders based on customer requests.
• Tracks open orders to ensure completeness in a prompt manner.
• Checks pricing and verifies availability.
• Reviews and troubleshoots customer problems and initiates standard action for repair as guided by customer service policies.
• Uses multiple computerized system for tracking, information gathering, and/or troubleshooting.
• Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Customer service is the primary function and includes minimal selling or promotion of products or services.
• Basic understanding of technical HVAC for parts identification, system matching, and general knowledge to assist the customer with orders.

• Requires a high school diploma or an equivalent combination of education and experience.
• Higher education including certificates, associates, and bachelor's degree or equivalent is preferred.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast‑paced goal‑oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Requires limited knowledge of the organization, products, and/or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Compensation
:
This is a salaried non‑exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $44,000 - $57,750 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.

Benefits
:
Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short‑term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long‑term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well‑being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Equal Opportunity Employer
:
As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success.