Customer Service Representative

Holtzople Heating & Air Conditioning; Emmitsburg (MD); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid holidays

Paid vacation

401(k) with company match

Performance incentives

Job summary

Holtzople Heating, Air Conditioning and Electrical Services is hiring a full-time Customer Service Representative to join our friendly team. You will be the first point of contact for customers, helping schedule HVAC and electrical service, answer questions, and keep information accurate.

You’ll manage calls and emails professionally, coordinate with technicians and managers, and guide customers through next steps while maintaining a positive experience.

Qualifications

• 3+ years of customer service or related experience preferred.
• Strong customer service and communication skills.
• Friendly, professional phone presence.
• Ability to multitask and manage changing priorities.
• Strong organization and attention to detail.
• Ability to remain calm and professional in a busy environment.
• Dependable follow-through and a positive attitude.
• Comfortable learning new systems and technology.
• Intermediate computer skills, including Word, Excel, Outlook, and ServiceTitan.
• Ability to work independently while contributing to a team.
• Previous HVAC, electrical, plumbing, home services, scheduling, or dispatching experience is a plus but not required.

Responsibilities

• Answer incoming calls and assist customers with their service needs
• Schedule HVAC and electrical service, maintenance, and estimate appointments
• Schedule return visits when equipment or parts become available
• Communicate appointment information, scheduling updates, and expected timelines
• Maintain accurate and current customer information
• Provide friendly and professional customer service by phone and email
• Coordinate with technicians, department managers, and other office team members
• Help customers understand next steps and resolve scheduling concerns
• Provide maintenance agreement billing information to the accounting team
• Complete additional customer service and administrative tasks as needed

Skills

Customer service

Communication

Phone presence

Multitasking

Organization

Attention to detail

Microsoft Word/Excel/Outlook

ServiceTitan

Tools

ServiceTitan

Job description

Holtzople Heating, Air Conditioning and Electrical Services

Full-Time | Customer Service and Scheduling

Pay: $20-$23 per hour, based on experience, plus performance incentives

Schedule: Monday-Friday, 8:30 AM-5:00 PM, with some Saturdays and occasional overtime as needed

Join Our Customer Service Team

Holtzople Heating, Air Conditioning and Electrical Services is a family-owned and operated company that has served our communities for nearly 30 years. We proudly serve customers throughout Central Maryland, Gettysburg, and Southern Pennsylvania.

We were voted Best of Frederick for Heating and Air Conditioning in 2024 and 2025, as well as Electrical Service in 2025.

We're looking for a friendly, dependable Customer Service Representative who enjoys helping people and can provide an excellent experience from the moment a customer contacts our office.

You will be an important connection between our customers and service teams, helping customers schedule appointments, answering questions, maintaining accurate information, and keeping everyone informed throughout the service process.

What You'll Do

• Answer incoming calls and assist customers with their service needs
• Schedule HVAC and electrical service, maintenance, and estimate appointments
• Schedule return visits when equipment or parts become available
• Communicate appointment information, scheduling updates, and expected timelines
• Maintain accurate and current customer information
• Provide friendly and professional customer service by phone and email
• Coordinate with technicians, department managers, and other office team members
• Help customers understand next steps and resolve scheduling concerns
• Provide maintenance agreement billing information to the accounting team
• Complete additional customer service and administrative tasks as needed

What We’re Looking For

• 3+ years of customer service or related experience preferred
• Strong customer service and communication skills
• Friendly, professional, and confident phone presence
• Ability to multitask and manage changing priorities
• Strong organization and attention to detail
• Ability to remain calm and professional in a busy environment
• Dependable follow-through and a positive attitude
• Comfortable learning new systems and technology
• Intermediate computer skills, including Microsoft Word, Excel, Outlook, and ServiceTitan (Knowledge of ServiceTitan is preferred, not required)
• Ability to work independently while contributing to a team

Previous HVAC, electrical, plumbing, home services, scheduling, or dispatching experience is a plus but not required. We’re open to strong customer service professionals who are willing to learn our industry.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid holidays
• Paid vacation
• 401(k) with company match
• Performance incentives

Build Your Career With Holtzople

We’re looking for someone who genuinely enjoys helping customers, communicates clearly, and can keep multiple priorities organized throughout the day.

Salary: $20 - $23 per hour