Customer Care Representative (Escalations & Advanced Customer Support)

James River Air Conditioning Company

Richmond (VA)

On-site

USD 33,062 - 35,817

Full time

14 days+

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Benefits offered by this job

Health, Dental, Vision Insurance

Paid Time Off

Life Insurance

Short & Long Term Disability

401K

Friends & Family Discounts

Training & Development Programs

Cross Training Opportunities

Award Winning Family Work Environment

Job summary

James River Air Conditioning Company is seeking a skilled Customer Care Representative to join our team in Richmond, VA. You will serve as a key escalation point for complex customer inquiries, handle advanced support calls, and drive resolutions that exceed expectations in a fast-paced environment.

The role requires 5+ years of customer service experience with escalation exposure, strong problem-solving, high emotional intelligence, and proficiency with CRM systems (Service Titan preferred).

Qualifications

5+ years of proven customer service experience, with at least 1–2 years specifically handling escalations in a call-center environment.
Strong problem-solving and analytical skills, able to think quickly and manage multiple priorities.
Exceptional verbal and written communication skills with a demonstrated ability to de-escalate tense situations.
High emotional intelligence, patience, and empathy.
Proficient in using CRM systems (Service Titan preferred).
Solid technical aptitude and the ability to quickly learn complex products or services.

Responsibilities

Manage inbound advanced and escalated customer calls and emails for complex issues that require advanced problem resolution.
Act as the primary point of contact for customer problem escalations from the Client Service team, coordinating with internal teams (Field Service, Billing, Dispatch Operations, etc.) to achieve timely resolution.
Deliver empathetic, professional, and solution-oriented communication while maintaining composure during difficult customer interactions.
Follow up with customers post-resolution to ensure complete satisfaction and gather feedback.

Skills

Escalation handling

CRM systems

Problem solving

Communication skills

Multi-tasking

Emotional intelligence

Job description

Job Summary

We are looking for a highly skilled and experienced Customer Care Representative to join our team. In this role, you will serve as a key escalation point for complex customer inquiries and issues. You will handle advanced-level customer service calls, troubleshoot sophisticated problems, de‑escalate challenging situations, and drive resolutions that exceed customer expectations. This position is ideal for someone who thrives in high‑pressure environments, possesses exceptional problem‑solving abilities, and is passionate about delivering outstanding customer experiences.

Key Responsibilities

Manage inbound advanced and escalated customer calls and emails for complex issues that require advanced problem resolution.
Act as the primary point of contact for customer problem escalations from the Client Service team, coordinating with internal teams (Field Service, Billing, Dispatch Operations, etc.) to achieve timely resolution.
Deliver empathetic, professional, and solution‑oriented communication while maintaining composure during difficult customer interactions.
Follow up with customers post‑resolution to ensure complete satisfaction and gather feedback.

Requirements & Qualifications

5+ years of proven customer service experience, with at least 1–2 years specifically handling escalations in a call‑center environment.
Strong problem‑solving and analytical skills, able to think quickly and manage multiple priorities.
Exceptional verbal and written communication skills with a demonstrated ability to de‑escalate tense situations.
High emotional intelligence, patience, and empathy.
Proficient in using CRM systems (Service Titan preferred).
Solid technical aptitude and the ability to quickly learn complex products or services.

Preferred Qualifications

Previous experience in a senior or lead customer service role.
Knowledge of specific industries such as HVAC, Electrical, Plumbing or other Home Service sectors.

Benefits