WHY J&W HEATING AND AIR PLUMBING:

J&W Heating and Air Plumbing is a residential heating and air conditioning and plumbing service company specializing in Northeast Florida area AC and Plumbing service, repairs, maintenance, and installation. We have been locally owned, and Veteran operated for over 55 years. 

We are looking to hire several exceptional Dispatcher/ Customer Service Representatives to deliver the most efficient, highest-quality customer experience possible. This full-time, on-site, in-office role is based in Jacksonville, FL. No previous HVAC experience is required as we will provide on-the-job, paid training, BUT experience allows for higher compensation, faster growth, and leadership opportunities. 

J&W Heating and Air Plumbing offer sales and service seven days a week with after-hours, on-call, and emergency response options. With our company, there is room to grow for the right candidate looking to be compensated well. 

BENEFITS OF EMPLOYMENT AT J&W HEATING AND AIR PLUMBING:

• Industry-Leading Pay
• Year-Round Work
• Advancement Opportunities
• Local Ownership and Management
• Latest Technology & Tools
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Additional Options to Add Life, Long & Short-Term Disability Insurances
• 401k Retirement Plan with Company Match
• Bonuses, Spiffs, Incentives
• Paid Vacation
• Paid Holidays
• Ongoing Training and Education

HOURS FOR WEEKEND CSR/DISPATCH:

Monday-Friday: 8 am to 5 pm 

THE ROLE & RESPONSIBILITIES:

• Receive high volume inbound customer service calls to schedule appointments for estimates, service, inspections, and update existing client information.
• Fill the call board and dispatch on-call technicians.
• Refer unresolved customer complaints to management for further investigation/resolution.
• Participate in training so that you grow and develop as a professional.
• Maintain an updated customer database with complete and accurate information. 
• Learn call scripts and proper replies and apply them to appropriate situations.
• Promote and sell new and additional products/services when applicable.
• Monitor the info@jandwheatingandair.com mailbox for customer contacts such as emails, online bookings/automated scheduling tool, chats, or voicemail messages.
• Close out Technician tickets and verify all required information has been provided by the technician, including photos, service reports, and collection of money. Move the ticket to the appropriate follow-up action.

Your primary goal in HVAC dispatch / customer representative services is to promote customer satisfaction by converting incoming customer calls into book appointments while ensuring efficiency. You will perform various day-to-day tasks for a growing company with an opportunity to advance. This isn’t just a job; it’s a thriving career. We value a friendly demeanor and the capability to converse with customers and technicians enthusiastically and professionally. Your work directly impacts the company's success, and you’ll leave each day knowing you played an integrated role in that success.

PREFERENCES, EXPECTATIONS, EDUCATION, AND REQUIREMENTS:

• Preferred: One-Year Call Center Experience (preferably in the HVAC or Home Services industry)
• Preferred: Experience using multi-line phone systems
• Computer Skills: Office, Google, and Email proficiency
• High School Education or Equivalent
• Ability to pass a background check
• Available to work weekends and after-hours schedule
• Ability to maintain a positive attendance record
• Strong verbal and written communication
• High integrity with advanced social skills and the ability to make solid connections
• Communicate effectively with customers, managers, dispatchers, and service

Experience as an HVAC dispatcher/customer service rep is a plus but not required. Are you organized? Do you prioritize your tasks effectively? Are you professional and dependable? Are you a great communicator, both verbally and written? Are you detail-oriented and thrive in a fast-paced environment? We want to meet you!

Since 1966, our experts have understood that home comfort is your top priority. We entered the HVAC industry committed to providing superior customer service by utilizing the best equipment to address your indoor comfort needs. We strive to exceed expectations and ensure your experience is second to none. Locally owned and Veteran operated, J&W Heating and Air is a full-service, NATE certified, residential HVAC company serving Jacksonville and the surrounding areas.
Our team has helped countless homeowners across the First Coast improve their quality of life with efficient, affordable air quality and comfort solutions.