HVAC Associate - Customer Service

NEST•Bonita Springs, FL

7d•Onsite

About The Position

This is a fast-paced role with a big impact and strong benefits, ideal for someone who enjoys solving problems, communicating with clients and service providers, and keeping operations running smoothly. As an HVAC Associate, you will play a key role in supporting clients, Independent Service Providers (ISPs), and internal teams to ensure HVAC services are scheduled, dispatched, completed, and documented accurately. You will help keep work orders moving, maintain strong communication across teams, and ensure service levels are met nationwide. The role requires interacting professionally with various stakeholders, communicating daily via multiple platforms, and responding to work order inquiries. You will be responsible for ensuring client satisfaction, maintaining external client SLAs, dispatching ISPs, scheduling services, and confirming completion. Additionally, you will gather required paperwork for billing, maintain accurate notes in System Z, monitor work order health, and understand System Z terminology. You will also be involved in collecting details for dispatching, quoting, and NTE adjustments, supporting the onboarding of new ISPs, identifying and escalating provider performance issues, and meeting departmental KPIs. The role also involves supporting new programs, providing backup to other departments, and maintaining organized documentation.

Requirements

High school diploma or GED
1–2 years of customer service or facility management experience
Strong phone, email, and customer service skills
Intermediate computer skills and ability to learn internal systems
Pre-employment skills assessment
Background check
Drug screening

Nice To Haves

Organized multitaskers who can manage multiple work orders at once
Strong communicators who remain professional with clients and providers
Team players who collaborate across departments
Problem-solvers who can think quickly and make decisions
Detail-oriented individuals who enjoy process and structure

Responsibilities

Interact professionally with NEST team members, NEST of Florida, 20 Digits Technology, ISPs, and clients
Communicate daily via phone, email, text, and messaging platforms
Receive and respond to work order inquiries from clients, providers, and internal teams
Ensure client satisfaction through timely, detailed responses to service requests and issues
Maintain and meet all external client SLAs by prioritizing work appropriately
Dispatch ISPs for HVAC services and update all parties accordingly
Schedule services with providers and client locations
Follow up and confirm completed services with ISPs and locations
Gather required paperwork, signed work orders, and invoices for billing
Maintain accurate notes and updates in System Z
Monitor work order health and ensure nothing falls through the cracks
Understand System Z terminology, grids, and work order statuses
Ensure all details needed for dispatching, quoting, and NTE adjustments are collected
Support onboarding and hiring of new ISPs for coverage across the U.S.
Identify provider performance issues and escalate when needed
Meet departmental KPIs and quality standards
Maintain professional phone and email communication at all times
Support new programs, projects, and high-visibility work orders
Provide backup support to other departments during high-volume periods
Keep organized documentation so all parties stay informed