Customer Care Representative (Escalations & Advanced Customer Support)

James River Air Conditioning Co.; Richmond (VA); On-site; USD 68,769,792 - 74,500,608; Full time

Benefits offered by this job

Health / Dental / Vision insurance

Paid time off

Life insurance

Disability insurance

401(k)

Friends & family discounts

Training & development programs

Cross training opportunities

Award winning family work environment

Job summary

James River Air Conditioning Co. in Richmond, VA, is hiring a Customer Care Representative (Escalations & Advanced Customer Support) to serve as a key escalation point for complex inquiries.

You'll handle advanced-level calls, troubleshoot issues, de-escalate tense situations, and drive resolutions that exceed customer expectations. The role requires 5+ years of customer service experience with 1–2 years in escalations, strong problem-solving and communication skills, high emotional

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 with the ability 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, emails, for complex issues that 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

Customer service

Escalations handling

Problem solving

Communication

Empathy

CRM systems

Tools

ServiceTitan

Job description

Customer Care Representative (Escalations & Advanced Customer Support)

Our Benefits:

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

Pay

$24 - 26/Hour

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, emails, for complex issues that 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

• Experience: 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 with the ability 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 industry (HVAC, Electrical, Plumbing or other Home Service).

What We Offer

• Competitive salary.
• Comprehensive benefits package (health, dental, vision, 401(k), etc.).
• Supportive team environment focused on continuous improvement.

Hours

• Monday - Friday 7:30 AM - 4:30 PM

If you are a customer‑obsessed professional who excels at turning challenging situations into positive outcomes, we would love to hear from you.