Customer Care Representative

Johnson Comfort; Franklin (IN); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

PTO + paid holidays

IRA with 3% company match

Paid training and education

Company events

Uniforms and boot vouchers

Job summary

Johnson Heating, Cooling, and Plumbing is seeking a Customer Care Representative for our Franklin office. You will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining product knowledge. A customer-first mindset and high-quality service are essential.

We offer a full-time, non-exempt position with benefits after 90 days, health and dental insurance, PTO, and a 3% IRA match. Prior HVAC knowledge is a plus; superb communication and organization are required.

Qualifications

• High School Diploma or GED required.
• Minimum 1–2 years of client-support experience.
• Excellent written and verbal communication skills.
• Strong interpersonal communication and professional demeanor.

Responsibilities

• Handle inbound customer inquiries via calls and emails.
• Guide customers to optimal service solutions using provided scripts.
• Advise on products/services to enhance customer success.
• Maintain accurate product knowledge in CRM and internal systems.
• Record all interactions in CRM for cross-functional awareness.
• Make outbound calls for follow-ups and upselling when appropriate.
• Conduct follow-up calls to assess ongoing customer needs.

Skills

Customer service

Telephone etiquette

Written & verbal communication

Interpersonal communication

Attention to detail

Time management

Teamwork

Go-getter

HVAC knowledge (nice to have)

Bilingual (a plus)

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Johnson Heating, Cooling, and Plumbing is looking for a Customer Care Representative to join our team in our Franklin office. This individual will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

About Johnson Heating, Cooling, And Plumbing

Established in 1968, Johnson Heating, Cooling, and Plumbing proudly services customers in Johnson County and the central Indiana area. Specializing in heating, cooling, and plumbing our hard-working and dedicated team create happy customers through our craftsmanship, integrity, and exceptional service. Our team is the foundation of our long-standing company, and we work hard to ensure their careers with Johnson Comfort are satisfying both personally and professionally!

Location & Commitments

• Location: Franklin, Indiana
• Type: Full-time, non-exempt
• Schedule: Monday to Friday with rotating weekends: 10am-7pm/8am-6pm

Benefits

• $18-$22/hr based on experience
• Benefits after 90 days
• Health insurance
• Dental insurance
• Company sponsored short term disability
• PTO + paid holidays
• IRA with 3% company match
• Paid training and company education
• Company events
• Uniforms and boot vouchers provided

Responsibilities

• Manage inbound customer communications: Answer incoming calls and emails to address customer questions, requests, and issues
• Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home
• Consult on customer success: Advise customers on leveraging products/services based on their unique needs
• Maintain working product knowledge: Ensure information given to customers is accurate, up-to-date, and strategic
• Track interactions in CRM: Record customer interactions in the internal system for cross-functional awareness and relationship development
• Perform outbound calls to customers and perform upselling responsibilities when necessary
• Conduct service-related, follow-up calls to check in on past customers and assess their current needs

What We Are Looking For

• High School Diploma/GED is required
• Must pass a background check and drug screening
• High level of customer service
• Telephone Etiquette
• HVAC experience a plus, but not required
• Go-getter mentality and ambitious
• High attention to detail and good organization skills
• Good computer skills, specifically in Microsoft Office
• Positive attitude and winner mentality
• 1-2 years proven experience in supporting client success
• Excellent written and verbal communication skills
• Excellent interpersonal communication skills on a professional and technical level
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time-management and prioritization skills
• Able to work both independently and as part of a team
• Bilingual a plus, but not required

We are an equal opportunity employer and encourage veterans to apply.