Customer Service Representative

J&W Heating and Air + Plumbing; Jacksonville (FL); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Comprehensive medical coverage

401(k) with a 50% match

Employee discount program

Job summary

J&W Heating and Air + Plumbing is seeking a customer service representative in Jacksonville, FL. This role involves managing customer calls and scheduling appointments, with no prior HVAC experience required as on-the-job training will be provided.

The position offers competitive compensation and benefits including medical coverage, a 401(k) plan, and additional perks. Join a veteran-operated company with over 55 years of service in Northeast Florida.

Qualifications

• Experience in dispatching, preferably in plumbing, HVAC, or electrical services.
• Attention to detail and ability to multitask.
• Familiarity with HVAC/plumbing terminology beneficial.

Responsibilities

• Manage high volume inbound customer service calls.
• Schedule appointments for estimates and services.
• Promote and sell additional products/services as needed.

Skills

Dispatching experience

Google Suite proficiency

Excellent communication

Problem-solving skills

Education

High School Education or Equivalent

Tools

ServiceTitan

Slack

Job description

A great place to work.

Career Overview

We are seeking a customer service representative to join our team in Jacksonville, FL. No previous HVAC experience is required; on‑the‑job paid training will be provided. The role involves managing inbound and outbound customer calls, scheduling appointments, and ensuring high‑quality service.

THE ROLE & RESPONSIBILITIES

• Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, respond to emails, and correspondence.
• Make outbound calls to existing customers.
• Promote and sell new and additional products/services when applicable.
• Coordinate scheduling of technicians for service calls, installations, and repairs.
• Serve as the point of contact for customer inquiries, scheduling appointments, and addressing concerns or complaints.
• Ensure excellent customer service by promptly responding to customer inquiries and resolving issues in a professional and timely manner.
• Refer unresolved customer complaints to management for further investigation and resolution.
• Maintain and update customer database with complete and accurate information.
• Assist with call board and the dispatch of technicians.
• Learn call scripts and proper replies and apply them to appropriate situations.
• Organize and maintain systems for documents, invoices, and client records.
• Process payments from customers.
• Participate in training to grow and develop professionally.

Minimum Skills and Experience Required

• Experience in dispatching, preferably in plumbing, HVAC, or electrical services.
• Proficiency in Google Suite, Slack, and dispatching software such as ServiceTitan.
• Excellent time management skills and ability to multitask and prioritize work.
• Attention to detail and problem‑solving skills.
• Excellent communication with customers, suppliers, and team members.
• Familiarity with HVAC/plumbing service terminology, processes, and materials beneficial for understanding the business and communicating with technicians and customers.

Benefits of Employment

Employees receive comprehensive medical coverage through Cigna with multiple plan options, dental and vision benefits, and company‑paid life, AD&D, and long‑term disability insurance. A 401(k) plan with a 50% match up to 6% of contributions is offered. Additional supplemental health plans, travel and beneficiary support, pet health insurance, and an exclusive employee discount program are included.

Preferred Education and Experience

• High School Education or Equivalent.
• Ability to pass a background check.
• Available to work flexible hours and on‑call shifts as needed.
• Maintain a positive attendance record.

Why Join J&W Heating and Air + Plumbing?

A veteran‑operated residential HVAC and plumbing company serving Northeast Florida for over 55 years. We offer sales and service seven days a week with after‑hours, on‑call, and emergency response options. There is room to grow for the right candidate and competitive compensation.