About the role
Description
Call Center CSR - HVAC
Location:
Orlando, FL
Job Type:
Full-time
Work Location:
In person
Pay:
$22–$26 per hour depending on experience, plus a performance-based incentive structure
About Us
Seacoast Service Partners is a growing service platform supporting leading HVAC, plumbing, refrigeration, and related service companies across Florida. We are focused on building strong local teams, delivering quality service, and creating growth opportunities for the people who represent us.
At SSP, our core values guide how we work every day:
Working Together, Safety Above All, Integrity & Trust, and Results & Growth.
Position Summary
Seacoast Service Partners is seeking an experienced
Customer Service Representative
with a strong background in customer service, call center operations, or customer care within the HVAC or home services industry.
This role supports customers across our residential HVAC businesses by handling inbound and outbound communications, understanding customer needs, and converting qualified calls and leads into booked service appointments. The Customer Experience Specialist also helps maintain accurate customer information and ensures a smooth handoff between the customer service and dispatch teams.
The right candidate is comfortable in a high-volume service environment, knows how to handle customer questions and objections, and understands the importance of both customer experience and booking performance.
What You’ll Do
Handle inbound and outbound customer calls for residential HVAC services
Identify customer needs and convert qualified calls and leads into booked service appointments
Provide professional, helpful, and efficient customer service throughout each interaction
Handle customer questions and objections while keeping conversations focused on finding the appropriate service solution
Follow established call scripts, processes, and brand standards
Create and maintain accurate customer, lead, and job information within the CRM
Support dispatch handoffs and communicate accurate information to the appropriate team
Maintain accurate lead statuses and customer records
Follow established procedures for Google Local Services Ads leads and customer inquiries
Support lead tracking and routing across multiple locations
Help maintain service levels during periods of high call volume
Participate in call reviews, coaching, training, and ongoing performance development
What Success Looks Like
Qualified calls and leads are consistently converted into booked service appointments
Customers receive responsive, professional, and helpful service
Customer questions and objections are handled confidently and effectively
Calls are handled efficiently while maintaining a strong customer experience
Customer, lead, and job information is entered accurately and consistently
Dispatch handoffs are accurate and complete
Established scripts, processes, and service standards are followed
Coaching and feedback are applied to continued performance improvement
Individual performance contributes to team booking, call quality, and customer service goals
Required Qualifications
2+ years of experience in a call center, high-volume customer service, or customer care environment
Customer service experience within HVAC or a related home services environment
Experience handling inbound and outbound customer calls
Experience working with a CRM or customer management system
Strong customer service and communication skills
Ability to confidently handle customer questions and objections
Comfortable working in a performance-driven environment with call and booking expectations
Strong written and verbal communication skills
Basic proficiency with Google Sheets or Excel
High school diploma or equivalent
Ability to work in person at our Orlando office
Preferred Qualifications
ServiceTitan experience is a plus; training will be provided
Familiarity with RingCentral or a similar phone/VoIP system
Google Local Services Ads (LSA) experience
Experience with call tracking or lead attribution platforms
Experience in a multi-location or private-equity-backed operating environment
Bilingual English/Spanish
What We Offer
$22–$26 per hour depending on experience
Performance-based incentive structure in addition to hourly pay
Medical, dental, and vision insurance
Paid time off and paid holidays
401(k) with company match
Career development and growth opportunities
Seacoast Service Partners is an Equal Opportunity Employer.