Customer Service Representative 1

Nextech • West Melbourne, FL

7d • Onsite

About The Position

The Customer Service Representative 1 serves as a primary point of contact for customers and internal teams, providing customer service and administrative support under the general guidance of the Customer Service Supervisor. The role communicates job-related information clearly and accurately, follows applicable work instructions and safety procedures, and completes required documentation.

The position handles customer calls and emails, creates and updates service calls and records, coordinates communication between customers and operations teams, and assists with scheduling, service updates, inquiries, customer portals, and related processes. It also supports Work Order to Cash processes, escalates complex concerns, and completes assigned work safely, accurately, and professionally.

Requirements

• Demonstrated customer service experience with a stable work history.
• Effective verbal and written communication skills in English sufficient to perform the position’s essential duties and responsibilities.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Keyboarding speed of 40+ WPM with accuracy.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to establish and maintain effective working relationships with customers and internal stakeholders.
• Ability to accurately enter, maintain, and retrieve information from various systems.
• Ability to exercise sound judgment and apply basic problem-solving skills to resolve routine customer concerns.
• Demonstrated commitment to providing a high level of customer service.
• Ability to work independently and collaboratively within a team environment.
• Ability to adapt to changing priorities and business needs.
• High school diploma or equivalent required.
• May be required to use a personal smartphone with a camera capable of reading a QR code for two-factor authentication.

Nice To Haves

• Prior experience in a call center setting.
• Experience in the HVAC industry or another service business.

Responsibilities

• Answer incoming phone calls and emails.
• Create and update service calls in company systems.
• Enter customer notes and maintain accurate records.
• Provide regular communication between customers and operations teams.
• Check technicians in and out of service calls.
• Assist customers with general inquiries, scheduling assistance, ETA updates, vendor meets, parts inquiries, technician notes, quotes, after-hours support, online platform updates, and IVR assistance.
• Process Integrated New Service Calls (NSC).
• Update online customer portals.
• Support Work Order to Cash (WOTC) processes.
• Escalate complex customer issues to appropriate resources.
• Complete assigned tasks in a safe, accurate, thorough, and alert manner.
• Uphold company policies and procedures.
• Work professionally with managers, supervisors, coworkers, customers, and the public.
• Perform other related job duties as assigned.
• Communicate job-related information clearly and accurately with customers, colleagues, and other individuals necessary to perform assigned duties.
• Follow applicable work instructions and safety procedures, and complete required documentation.

Benefits

• Paid initial and ongoing training.
• Educational reimbursement for continued education.
• Health insurance options, including a free employee-only plan.
• Dental and vision coverage, available after the first 30 days.
• Supplemental insurance options, including Accident, Critical Illness, Disability, and Supplemental Life coverage.
• Free life insurance coverage equal to annualized pay.
• 401(k) plan with a 50% match on the first 6% of employee contributions.
• Seven paid holidays and paid time off (PTO).
• Discounts on travel, auto, food, and other items.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED