Customer Service Representative

Rcl-Mechanical-; Raynham (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

RCL Mechanical in Taunton, MA is seeking a Customer Service Representative to deliver exceptional service for HVAC and plumbing customers. You will handle inquiries, coordinate scheduling, and support field staff to ensure smooth service delivery.

Ideal candidates have 3–5 years of customer service and 2+ years in inside sales, with strong written/verbal communication and organizational skills. HVAC experience is a plus, and proficiency with Word, Excel, and Google Drive is expected.

Qualifications

• 3–5 years of customer service experience.
• 2+ years of inside sales experience.
• HVAC experience preferred but not required.
• Excellent written and verbal communication skills.
• Excellent organizational skills.
• Proficient with Word, Excel, and Google Drive.

Responsibilities

• Answer daily phone calls, emails, and outside leads using the script.
• Dispatch service technicians based on experience and location.
• Schedule service appointments and confirm prior to dispatch.
• Notify customers about schedule changes.
• Follow up on service and ensure invoices are processed with correct billing.
• Manage all service complaints with the Service Manager.
• Provide clients with product and service information.
• Coordinate ordering of equipment and parts for long lead items.
• Respond to customer inquiries and relay information.
• Follow up on leads and unsold work from technicians and sales staff.

Skills

Customer service

Inside sales

Communication

Organizational skills

HVAC knowledge

Tools

Office software

Job description

About Us

Looking for a team atmosphere? An organization that truly cares and looks out for all of their employees? A company that puts company CULTURE first? RCL Mechanical is a locally owned and operated business, known for high-quality plumbing, AC, and heating services in Taunton and the surrounding areas in Bristol County and the South Shore Region. RCL Mechanical is committed to its employees and their growth, not only within the company but within their community. The secret to our company’s success is in the hands of our employees, and every employee has a voice here at RCL Mechanical!

The Position

We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative for our reputable HVAC and Plumbing company. As a Customer Service Representative, you will play a pivotal role in ensuring exceptional service and support to our valued customers. If you have a passion for delivering outstanding customer experiences and possess excellent communication skills, this is an exciting opportunity to join our team.

Responsibilities

• Answering daily phone calls, emails, and outside leads, listen intently to evaluate customer’s needs and collect information using company supplied call script
• Dispatch the appropriate service technician to job based on experience and geographic location and follow through accordingly
• Schedule out service appointments as necessary and confirm prior to dispatch
• Contact customers regarding schedule changes as applicable
• Follow up on service and ensure invoices have been processed with proper billing information
• Managing all service complaints with Service Manager
• Provide clients with product and service information as applicable
• Manage and support field staff with ordering equipment and parts from vendors for long lead items and schedule based on availability and receipt of such items
• Respond to customer inquiries and relay information to customers as applicable
• Follow up on leads and unsold work from technicians and sales staff

Requirements

• 3-5 Years of customer service experience
• 2+ Years of inside sales experience
• HVAC Experience preferred, not required
• Excellent written and verbal communication skills
• Must possess excellent organizational skills
• Proficient in office software (Word, Excel, Google Drive, etc.)