LEAD WITH EMPATHY. FOLLOW THROUGH WITH ACTION.
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.
WHAT YOU’LL DO
As a Client Relations Representative / CSR, you’ll be the first point of contact for customers, understand what they need, schedule the right service, and keep communication clear from the first call through follow-up.
• 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
WHAT WE’RE LOOKING FOR
• 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
• Home-service experience is a plus, but not required