Customer Service Representative

RCL Mechanical; Raynham (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

RCL Mechanical in Taunton, MA seeks a friendly Customer Service Representative to support HVAC and plumbing teams. You will handle calls, emails, scheduling, and billing coordination while delivering outstanding service to customers.

This role emphasizes clear communication, organization, and teamwork. HVAC experience is preferred but not required; training is provided to grow within a locally owned company that values employees.

Qualifications

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

Responsibilities

• Answer calls, emails, and outside leads; assess customer needs and collect information using the call script.
• Dispatch service technicians based on location and experience; follow through.
• Schedule service appointments and confirm before dispatch.
• Notify customers of schedule changes.
• Follow up on service and ensure invoices are processed with correct billing.
• Manage service complaints with the Service Manager.
• Provide product and service information to clients.
• Coordinate field staff orders for equipment and long-lead items with vendors.
• Respond to inquiries and relay information to customers.
• Follow up on leads and unsold work from technicians and sales staff.

Skills

Excellent communication skills

Organizational skills

Customer service experience

Inside sales experience

Tools

Microsoft Word

Excel

Google Drive

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.)