Customer Support Representative

AVID Energy Solutions; Sutton (MA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Flexible schedule

Health, Dental & Vision insurance

FSA/HSA available

401k, Life insurance & STD

PTO & holidays

Training & growth opportunities

Referral program

Job summary

AVID Energy Solutions in Sutton, MA seeks a Customer Support Representative to assist customers with energy efficiency and utility savings. This full-time role covers support, scheduling, and responsive issue resolution, with a clear path for growth.

The position involves handling high volumes of calls and emails, coordinating insulation and HVAC crews, and collaborating with field managers to resolve issues while maintaining brand service standards.

Qualifications

• 1–3 years of customer service or support experience
• Experience making 40+ calls and emails daily
• Prior experience in residential HVAC, insulation, or home services preferred
• CRM familiarity with Salesforce or similar systems
• Proficient in Google Workspace or Microsoft Office
• Excellent interpersonal and communication skills
• Strong problem-solving ability and methodical approach
• Good spoken communication and ability to handle objections

Responsibilities

• Answer incoming customer, service, support and vendor calls
• Manage customer mailings, calls and emails
• Coordinate with customers to schedule insulation and HVAC crews
• Coordinate with installation crews and service department
• Work with field managers on customer project issues
• Resolve customer issues in a timely, cost-effective manner
• Make customer satisfaction follow-up calls, surveys, and emails
• Solicit customer reviews and referrals
• Respond to requests while promoting the brand
• Handle high volume calls professionally
• Maintain real-time communication with management
• Work independently and manage multiple tasks

Skills

CRM systems (Salesforce)

Google Workspace

Microsoft Office

Interpersonal skills

Phone etiquette

Problem solving

Bilingual (preferred)

Tools

Salesforce

Job description

AVID Energy Solutions is immediately seeking a Customer Support Representativetojoin our team in Sutton, MA and start a career helping customers with energy efficiency and utility cost savings.This is a full-time role at AVID Energy Solutions playing a key role in customer support, customer scheduling and customer support needs with a clear path for growth.

Essential Job Functions:

• Work 8am to 5pm dailywith additional hours as needed
• Answer all incoming customer, service, support and vendor phone calls
• Manage customer mailings, calls and email
• Coordinate with customers to schedule all Insulation and HVAC crews
• Coordinate with the installation crews and service department
• Workwith the crews andfield managers on customer project issues and cases
• Resolve customer issues in a timely and cost effective fashion
• Make customer satisfaction follow-up calls, surveysand emails
• Solicitcustomer reviews and referrals
• Respond to customer requests and resolving issues while promoting and maintaining the brand
• Handle ahigh volume of calls while being polite and concise to deliver a favorable customer support experience
• Good work ethic, can-do attitude, and do the right thing even when no one is watching
• Ability to maintain real-time communication with your manager and upper management as needed
• Ability to work independently and solve problems with minimal supervision
• Ability to manage multiple tasks

Qualifications:

• 1-3 years of previous customer service or customer support experience
• Prior experience making 40+ calls and emails daily
• Priorexperiencein residential HVAC, insulation construction, or a similar home services industry
• Familiarwith Customer Relationship Manager (CRM) systems preferably Salesforce
• Proficient with Google Workspace or Microsoft Office
• Excellent interpersonal and communication skills
• Problem solver and systematic in approach
• Well spoken and excels with phone conversions and objection handling
• Bilingual preferred but not required
• Consent to a CORI background check and drug test screening

Benefits:

• Flexible work schedule
• Health, Dental and Vision insurance
• FSA and HSA available
• 401k, Life insurance and Short-Term Disability
• Multiple Weeks of Paid time off & Paid company holidays
• Continuous training and growth opportunitiesReferral program for Customers and Employees

About AVID Energy Solutions:

AVID Energy Solutions is a proud Mass Save® Partner and NHSaves® Trade Ally dedicated to helping home owners reduce their energy output and save on their monthly utility bills. With offices in Methuen and Sutton, we work with clients throughout the North Shore, South Shore, Central and Western Massachusetts, as well as the Greater Boston area to find the best possible solutions for their energy efficiency needs and budget. We believe that everyone should have access to affordable, reliable energy efficient solutions, and we are committed to providing that to homeowners throughout Massachusetts.

Our team of certified energy efficiency specialists, professional weatherization installers, HVAC install and service team, windows & doors team, and friendly customer service representatives are all committed to providing the highest level of service starting with no-cost home energy assessments through any insulation and weatherization installation and other energy efficient measures such as HVAC systems, windows and doors.