What are the responsibilities and job description for the Customer Service Representative position at Watkins Heating & Cooling?
Are you a people person who loves helping others and building genuine connections? Does the idea of joining a family-focused company where integrity, quality, and teamwork truly matter excite you?
If so, we want you on our team!
Who We Are
At Watkins Heating & Cooling, we’ve spent over 30 years serving Dayton, Mason, and the surrounding communities with top-quality HVAC services rooted in integrity. Our success is built on two key commitments: taking great care of our customers and investing wholeheartedly in our people.
We believe in love, respect, and integrity—and we apply these values in everything we do. When you join our team, you’re not just another employee; you’re part of the Watkins family.
To learn more about who we are, please visit us at Watkins Heating & Cooling
Join us!
Why You’ll Love Working With Us
- Competitive Pay – Your hard work and dedication are recognized and rewarded.
- Career Path – We support your professional growth with structured training and advancement opportunities.
- Health Sharing Plan – Take care of yourself and your loved ones with our unique health plan.
- Dental, Vision, Accident, and Critical Insurance – Comprehensive benefits to give you peace of mind.
- Employee Assistance Program – We’re here to support your mental and emotional well-being.
- Company-Paid Short and Long-Term Disability – Because your future matters.
- Company-Paid Life Insurance – Protect the ones who matter most.
- 401(k) with up to 4% Match – Build your financial future with our matching retirement plan.
- Family-Focused Culture – Enjoy a supportive work environment that respects your time and values you as a person.
- Ongoing Training and Tools – We want you to succeed, so we set you up for victory!
What You’ll Do
As our Customer Service Representative, you’ll be the warm, friendly voice and helpful hand our customers rely on. Specifically, you will:
- Handle Inbound Calls
- Listen, understand, and promptly address customer needs and concerns.
- Book service calls in order of urgency and keep technicians on track.
- Engage in Customer Outreach
- Respond swiftly to phone, chat, and email inquiries.
- Provide accurate, clear, and complete information using the right tools.
- Problem-Solve & Collaborate
- Work closely with dispatch and other team members to handle scheduling changes.
- Use logical thinking to resolve issues and provide the best solutions.
- Build Trusting Relationships
- Establish open lines of communication with customers, ensuring they feel heard and valued.
- Follow up on complaints and inquiries to guarantee resolution and customer satisfaction.
- Maintain Accurate Records
- Keep track of customer interactions, process accounts, and file important documents.
- Adhere to communication guidelines, policies, and best practices.
- Go the Extra Mile
- Be ready to jump in wherever needed. We’re a team, and teamwork is our strength!
Who You Are
- A team player with a positive attitude and a strong work ethic.
- A customer service enthusiast dedicated to going above and beyond for our clients.
- Detail-oriented, able to juggle multiple tasks in a fast-paced setting.
- Proactive in finding solutions and confident in decision-making.
- Proficient with Microsoft Office Suite (or similar software).
- Experienced in a call center setting (preferred but not required).
- Excited to uphold and promote the Watkins values of love, respect, and integrity.
Working Hours
- Monday–Friday, 7:30 AM to 4:00 PM
- Enjoy your evenings and weekends with friends and family!
Ready to Join Our Family?
If you’re looking for a fulfilling career where you can grow professionally while making a real difference for customers, we want to hear from you! Click “Apply Now” and let’s start building a brighter future together.
Equal Opportunity Employer
Watkins is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.
Employment At-Will
Employment with Watkins is at-will. This means that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice.
Background Check and Drug Testing
Please note that any offer of employment is contingent upon the successful completion of a background check and drug testing.
