CLIENT RELATIONS REPRESENTATIVE / CSR
About The Position
When a homeowner calls us, something in their home is not working. Their day may already be disrupted, and they need more than a voice that can book an appointment. They need someone who will listen first, understand what they are dealing with, and help them feel taken care of. We’re looking for a Client Relations Representative who leads every customer interaction with empathy, patience, and respect. Since 2009, we’ve grown from a one-man HVAC company into a trusted home-service provider serving homeowners throughout the Charlotte area. We’ve grown a lot, but our approach has not changed: take care of our customers, take care of our team, communicate clearly, and do quality work the right way. We make systems work.
Requirements
- Two years of customer service or call-center experience requested, but not required
- A natural ability to lead with empathy, listen without interrupting, and stay respectful under pressure
- Clear, confident verbal and written communication
- Comfort handling a high volume of calls and shifting priorities
- Strong attention to detail and accurate data entry
- Ability to learn ServiceTitan and other office systems
- Dependable, organized, and ready to support customers and teammates
Nice To Haves
- Home-service experience is a plus, but not required
Responsibilities
- Answer inbound calls and respond to email, chat, and other customer inquiries
- Listen carefully, ask thoughtful questions, and make customers feel heard
- Book and schedule HVAC, plumbing, and electrical appointments accurately
- Explain arrival windows, next steps, and company processes clearly
- Recognize urgent situations and gather the right information for dispatch
- Make outbound calls for confirmations, follow-ups, and scheduling needs
- Handle complaints and difficult conversations with patience and professionalism
- Collect payments and maintain accurate customer records
- Communicate schedule changes and updates with empathy and clarity
- Work closely with dispatch, technicians, managers, and the rest of the office team
- Use ServiceTitan, phone systems, Microsoft Office, Teams, and related tools
- Protect customer information and follow company procedures
Benefits
- Competitive pay
- Medical, dental, and vision insurance
- Life insurance
- Paid time off
- 401(k) with company match
- Ongoing paid technical and professional training
- Career advancement opportunities
- Supportive team environment
- Family-oriented culture with company events
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
