Customer Care Specialist

Del-Air Heating & Air Con•Lake Mary, FL

13d•$18•Onsite

About The Position

The Customer Care Specialist will support the operational business needs by communicating with and addressing customer needs and inquiries, as well as partnering with dispatchers, parts and admin branch employees and management. This is an in-office phone position at 1000 Business Center Drive in Lake Mary, Florida.

Requirements

Minimum 2+ years of phone‑based customer support experience, preferably in a high‑volume call center or service‑oriented environment.
Must be able to communicate clearly and professionally in English, both verbally and in writing.
Ability to work overtime and participate in weekend rotations based on business needs.
Consistently meet or exceed established performance standards, KPIs, and quality metrics.
High school diploma or equivalent required; a combination of education, training, and relevant experience may be considered.
Proficient computer skills, including Microsoft Office (Word, Excel, PowerPoint) and the ability to operate utilizing multiple display monitors.
Must be legally authorized to work in the United States and be at least 18 years of age.
Ability to successfully pass a background check and drug screening.

Nice To Haves

Prior HVAC or Home Services industry experience is highly preferred, especially roles involving scheduling, dispatching, or service coordination.
ServiceTitan experience is strongly preferred
Bilingual abilities—especially Spanish—are a plus.

Responsibilities

Handle inbound calls and SMS messages to schedule/reschedule/cancel service visits, estimates, inspections, and maintenance appointments.
Conduct outbound follow-up calls for service coordination, feedback collection, reconnect opportunities, and additional service offerings.
Provide timely and accurate assistance with all customer inquiries while ensuring expectations are clearly communicated and confirmed.
Deliver excellent customer service in all areas of the call including maintenance and service requests, promotional offers, and Del-Air service programs.
Process transactions which include credit card payments, refunds, and service plan enrollments.
Demonstrate empathy and active listening by acknowledging customer concerns, validating their experiences, and ensuring they feel supported and valued throughout the service process.
Set up and manage maintenance plans and extended warranties within the Del-Air system.
Maintain accurate data entry and documentation through email, text, and other communication tools to efficiently meet customer needs.
Ensure positive customer relationships by resolving claims and complaints promptly, accurately, and with empathy, in compliance with consumer protection standards.
Proactively educate customers on available resources such as the self-service portal to enhance their overall experience.
Collaborate with the Reputation Manager to review customer feedback, identify improvement opportunities, and implement action plans for enhanced service quality.
Adhere to and promote compliance with all company policies, procedures, and safety regulations.
Maintain a safe and organized work environment, prioritizing employees and customer safety.
Participate in special projects and perform additional responsibilities as assigned to support organizational goals and continuous improvement.