Customer Service Representative

At Pacific Heating & Cooling, our mission is built on a Win, Win, Win philosophy—ensuring success for our customers, our employees, and our company. As a family-owned and operated business, we embody family values, treating each team member as an integral part of our extended family.

Why join us? Here’s what makes Pacific Heating & Cooling an exceptional place to work:

• Top-Tier Compensation: We offer some of the best pay in the industry.
• Exceptional Benefits: Enjoy 100% employer-paid medical, dental, and vision premiums for you, and 50% for your family members.
• Generous Time Off: Paid vacation, holidays, personal, and sick time to support a balanced work-life experience.
• Future Security: Our 401(k) plan includes employer matching, along with profit sharing, life insurance, and long-term care insurance.
• Company Provided Training: We invest in your growth with extensive training and development opportunities.
• Exclusive Perks: Enjoy company events and parties for you and your family, as well as company-provided breakfast twice a month.

Unique Selling Points: Pacific Heating & Cooling is Washington’s leader in home comfort. Looking for a great place to work? You’re in the right place! We are always seeking customer-focused professionals to help us serve our large and rapidly growing customer base.

For over 40 years, Pacific Heating & Cooling has provided homeowners throughout South Puget Sound with professional and affordable heating and air conditioning services. We remain family-owned and operated by the same family who started our company, continuing a legacy of commitment and excellence.

Pacific Heating and Cooling has an immediate need for an enthusiastic, self-motivated Customer Service Representative for our Call Center. The successful candidate must be able to work efficiently with Integrity, Compassion, and a focus on teamwork, should have exceptional multi-tasking skills and be organized and able to perform in a fast-paced environment.

This is an hourly, nonexempt, at-will position. Must be available to work full shifts plus overtime. Assigned shift will be Tuesday - Saturday, and range from 7:30 AM to 6 PM.

Responsibilities:

• Handle a high volume of inbound calls and make outbound calls to existing customers, ensuring a high conversion rate in booking appointments
• Quickly identify customer requests or concerns and provide efficient and effective solutions
• Utilize critical thinking skills to solve customer problems and make sound judgment calls
• Develop and maintain a comprehensive understanding of our products and services
• Accurately enter detailed records of customer interactions and actions taken
• Achieve productivity standards, meet appointment booking goals, and adhere to call flows and scripts

Requirements:

• 3-5 years of customer service experience; call center and/or HVAC industry experience is a plus but not required
• Ability to accurately talk and type; typing speed of at least 45 wpm
• Dedication to providing exceptional customer service
• Strong multitasking skills within a fast-paced environment
• Excellent judgment skills to make informed business decisions
• Proficiency in Microsoft Suite Products; experience with Service Titan is a plus but not required
• Successful completion of mandatory pre-employment screening

Our Commitment: Pacific Heating and Cooling is an equal opportunity employer committed to fostering diversity and inclusion in the workplace. We prohibit any form of discrimination or harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Our employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship, strictly adhere to this policy. We base hiring decisions solely on qualifications, merit, and current business needs.

Join us at Pacific Heating & Cooling, where you’re not just joining a company—you’re joining a family dedicated to mutual success and growth.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift

Ability to Commute:

• Tumwater, WA (Required)

Ability to Relocate:

• Tumwater, WA: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $26