Customer Care Representative

Johnson Heating, Cooling, and Plumbing; Franklin (VA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Short term disability

PTO + paid holidays

IRA with 3% company match

Paid training and company education

Company events

Uniforms and boot vouchers provided

Job summary

Johnson Heating, Cooling, and Plumbing is seeking a Customer Care Representative in Franklin, Indiana. You will field inquiries, provide high-quality service, and maintain product knowledge to boost customer satisfaction.

The role is full-time with a competitive $18-$22 per hour, benefits after 90 days, and opportunities for training and growth. You’ll work Monday–Friday with occasional weekends, using a script and CRM to track interactions and ensure a positive customer experience.

Qualifications

• High School Diploma or GED required.
• Must pass a background check and drug screening.
• Strong customer service mindset and communication skills.
• Excellent telephone etiquette.
• HVAC experience is a plus but not required.
• Go-getter attitude with attention to detail.
• Proficient computer skills, especially Microsoft Office.
• Ability to work independently and in a team.

Responsibilities

• Handle inbound customer inquiries via calls and emails.
• Use scripted responses to guide customers to the best service solution.
• Advise customers on products and services based on their needs.
• Maintain up-to-date product knowledge for accurate information.
• Log interactions in the CRM for cross-functional awareness.
• Make outbound calls and upsell when appropriate.
• Conduct follow-up calls to assess ongoing customer needs.

Skills

Customer service

Telephone etiquette

Attention to detail

Time management

Excellent communication

Microsoft Office

Teamwork

Bilingual (a plus)

Education

High School Diploma/GED

Tools

CRM software

Microsoft Office

Job description

Customer Care Representative

Johnson Heating, Cooling, and Plumb ing 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.