Call Center CSR-HVAC
About The Position
Seacoast Service Partners is seeking an experienced Customer Experience Specialist with a strong background in customer service, call center operations, or customer care within the HVAC or home services industry. This role supports customers across our residential HVAC businesses by handling inbound and outbound communications, understanding customer needs, and converting qualified calls and leads into booked service appointments. The Customer Experience Specialist also helps maintain accurate customer information and ensures a smooth handoff between the customer service and dispatch teams. The right candidate is comfortable in a high-volume service environment, knows how to handle customer questions and objections, and understands the importance of both customer experience and booking performance.
Requirements
- 2+ years of experience in a call center, high-volume customer service, or customer care environment
- Customer service experience within HVAC or a related home services environment
- Experience handling inbound and outbound customer calls
- Experience working with a CRM or customer management system
- Strong customer service and communication skills
- Ability to confidently handle customer questions and objections
- Comfortable working in a performance-driven environment with call and booking expectations
- Strong written and verbal communication skills
- Basic proficiency with Google Sheets or Excel
- High school diploma or equivalent
- Ability to work in person at our Orlando office
Nice To Haves
- ServiceTitan experience is a plus; training will be provided
- Familiarity with RingCentral or a similar phone/VoIP system
- Google Local Services Ads (LSA) experience
- Experience with call tracking or lead attribution platforms
- Experience in a multi-location or private-equity-backed operating environment
- Bilingual English/Spanish
Responsibilities
- Handle inbound and outbound customer calls for residential HVAC services
- Identify customer needs and convert qualified calls and leads into booked service appointments
- Provide professional, helpful, and efficient customer service throughout each interaction
- Handle customer questions and objections while keeping conversations focused on finding the appropriate service solution
- Follow established call scripts, processes, and brand standards
- Create and maintain accurate customer, lead, and job information within the CRM
- Support dispatch handoffs and communicate accurate information to the appropriate team
- Maintain accurate lead statuses and customer records
- Follow established procedures for Google Local Services Ads leads and customer inquiries
- Support lead tracking and routing across multiple locations
- Help maintain service levels during periods of high call volume
- Participate in call reviews, coaching, training, and ongoing performance development
Benefits
- $22–$26 per hour depending on experience
- Performance-based incentive structure in addition to hourly pay
- Medical, dental, and vision insurance
- Paid time off and paid holidays
- 401(k) with company match
- Career development and growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
