Customer Care Representative

Customer Care Representative  

Johnson Heating, Cooling, and Plumbing is looking for a Customer Care Representative to join our team in our Franklin office. This individual will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. 

Established in 1968, Johnson Heating, Cooling, and Plumbing proudly services customers in Johnson County and the central Indiana area.  Specializing in heating, cooling, and plumbing our hard-working and dedicated team create happy customers through our craftsmanship, integrity, and exceptional service.  Our team is the foundation of our long-standing company, and we work hard to ensure their careers with Johnson Comfort are satisfying both personally and professionally! 

• Location: Franklin, Indiana 

• Type: Full-time, non-exempt
• Schedule: Monday to Friday with rotating weekends: 10am-7pm/8am-6pm  

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  Manage inbound customer communications: Answer incoming calls and emails to address customer questions, requests, and issues 

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  Using a company-prepared script, answer our customers’ questions and guide them to the best service-solution for their home 

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  Consult on customer success: Advise customers on leveraging products/services based on their unique needs 

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  Maintain working product knowledge: Ensure information given to customers is accurate, up-to-date, and strategic 

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  Track interactions in CRM: Record customer interactions in the internal system for cross-functional awareness and relationship development 

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  Perform outbound calls to customers and perform upselling responsibilities when necessary 

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  Conduct service-related, follow-up calls to check in on past customers and assess their current needs 

• High School Diploma/GED is required 

• Must pass a background check and drug screening  

• High level of customer service 

• Telephone Etiquette 

• HVAC experience a plus, but not required 

• Go-getter mentality and ambitious 

• High attention to detail and good organization skills 

• Good computer skills, specifically in Microsoft Office 

• Positive attitude and winner mentality 

• 1-2 years proven experience in supporting client success 

• Excellent written and verbal communication skills 

• Excellent interpersonal communication skills on a professional and technical level 

• Ability to address complaints and issues with effective solutions and a positive attitude 

• Passion for delighting customers with above-and-beyond service 

• Excellent time-management and prioritization skills 

• Able to work both independently and as part of a team 

• Bilingual a plus, but not required 
   

We are an equal opportunity employer and encourage veterans to apply. 

Ready to join us on this journey? Apply today and let us forge forward together!