Customer Service Representative

Be the Voice of Comfort & Care in Lewisville – Join DFW's Most Trusted Home Services Team!

About the Company

At Southern Comfort Mechanical, we built our company on a simple foundation: always do the right thing and create clients for life. Located in Lewisville, TX, we are a growing, close-knit team of 15 HVAC and plumbing professionals dedicated to delivering "WOW" service. We believe life is too short to be miserable at work; our office culture centers on kindness, mutual support, root-cause problem solving, and having genuine fun together. From our daily check-ins with one another - to periodic team meals using our in-office pizza oven, you will join a supportive family where your voice is heard, your expertise is valued, and you are never just a cog in a wheel.

About the Role 

As our Customer Service Representative (CSR), you are the central voice of our business and the vital link between our clients, field technicians, and operations team. Your primary purpose is to keep our daily schedules full, our technicians productive, and our clients feeling valued and comfortable in their homes. 

This dynamic dual-focus role combines inbound customer care with proactive outbound communication - handling service requests, estimate follow-ups, and Comfort Club maintenance scheduling through ServiceTitan. As our company grows, this position offers direct opportunities to expand your skills into team leadership, process improvement, and marketing.

What's In It for You

• Hourly Base Pay: $18.00 – $21.00 per hour (commensurate with experience).
• Overtime Pay: 1.5x base hourly rate for hours worked over 40 per week.
• Paid Time Off (PTO): 40 hours of accrued paid vacation after 1 year of service, increasing to 80 hours after 2 years.
• Paid Holidays: Paid national holiday time off after 90 days of employment.
• Health Benefits: Group health insurance plan available after 60 days (company shares premium cost).
• Career Development: Ongoing paid technical and software training, mentorship, and clear pathways to leadership roles.
• Workplace Perks: Daily team huddles, fully stocked refreshment area, team meals, an in-house pizza oven, and a leadership team that truly has your back.

Core Responsibilities

• Answer inbound phone calls, texts, and online inquiries with warmth, empathy, and efficiency.
• Schedule service calls and dispatch appointments in ServiceTitan, optimizing route density and technician availability.
• Conduct proactive outbound calls for service check-ins, maintenance scheduling, and estimate follow-ups.
• Perform daily job administration, including tracking parts orders, managing warranty details, and organizing job records.
• Monitor live technician schedules, flag potential delays early, and keep clients proactively informed.
• Consistently meet key performance indicators (KPIs) regarding call booking rates, schedule efficiency, and client satisfaction.

Required & Preferred Experience

Customer Service Background: 2+ years of CSR, call center, or dispatch experience (experience in HVAC, plumbing, or residential service trade industries is strongly preferred).

Technical Aptitude: Tech-confident with hands-on CRM experience. ServiceTitan experience or familiarity with AI-assisted workplace tools is a significant plus.

• Inbound Call Management: Proficient in handling high volume in-bound calls, answering questions and booking appointments.  
• Outbound Call Expertise: Proven experience and comfort regularly making outbound check-in and follow-up calls to try and close open estimates.

Location: Must reside within a 25-minute drive of our office at 174 Lake Park Rd, Lewisville, TX 75034.

References: Ability to provide professional references confirming strong work ethic, punctuality, and positive team contribution.

Key Attributes for Success

• Kind & Emotionally Intelligent: A skilled, active listener who responds calmly and thoughtfully without taking client stress personally.
• Outgoing & High Energy: Enjoys talking to people, keeping tasks moving, and bringing great energy to the office every day.
• Adaptable & Eager to Learn: Embraces new software, AI enhancements, and evolving processes with enthusiasm.
• Self-Motivated & Accountable: Proactive in finding tasks, staying productive, and taking pride in thorough root-cause problem solving.
• Uncompromising Integrity: Committed to doing the right thing for clients and team members in every interaction.

Why Join Us? If you are looking to step away from cold call centers or rigid corporate environments into a workplace where leadership supports your growth, celebrates your wins, and gives you space to learn, Southern Comfort Mechanical is where you belong. You will work alongside people who care about doing high-quality work and treating each other well. Apply today to build a fulfilling career with a team that values who you are!

EOE Statement Southern Comfort Mechanical is an equal opportunity employer.