What are the responsibilities and job description for the Customer Care Representative (CCR) position at Comfort Monster Heating and Air?
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Customer Care Representative (CCR) – HVAC & Warranty Coordinator
Full-Time | $19–$23/hr (Based on Experience)About Us:
We’re a fast-growing HVAC service company focused on delivering exceptional customer experiences, high-quality service, and a supportive team environment. We’re currently looking for a motivated and detail-oriented Customer Care Representative (CCR) to join our team and take ownership of warranty processing, repair scheduling, and customer communication.Pay & Benefits:
- $19–$21/hr based on experience
- Paid holidays and PTO
- Health and dental insurance options
- Growth opportunities and weekly team coaching
- Supportive and team-oriented work culture
Key Responsibilities:
- Serve as a primary point of contact for warranty-related questions and claims
- Process and submit manufacturer warranty claims with accuracy and efficiency
- Coordinate and schedule repair appointments related to warranty and non-warranty work
- Communicate clearly and professionally with customers regarding part arrival, scheduling updates, and claim status
- Assist in tracking and scheduling repairs once parts are received
- Collaborate with service technicians, CCR team, and parts department to ensure smooth scheduling and follow-through
- Follow up on open work orders, incomplete jobs, and outstanding claims
- Help manage and organize CRM workflows related to repair quotes and follow-up
- Provide backup phone and dispatch support as needed
Ideal Candidate Will Have:
- Prior HVAC, home services, or warranty processing experience preferred
- Strong organizational and multitasking skills
- Excellent verbal and written communication
- A proactive mindset and attention to detail
- Experience with customer service, scheduling, or CRM systems
- Team-first attitude with willingness to help wherever needed
Schedule:
- Full-time, Monday–Friday
- Some flexibility may be required during high-volume seasons
What We’re Looking For
Education: High school diploma or equivalent (Associate’s or Bachelor’s degree is a plus).Experience: Customer service, inside sales, or administrative experience—HVAC industry experience is a bonus.Skills: Strong communication, relationship-building, and multitasking abilities.Tech-Savvy: Comfortable using CRM software to manage customer interactions.Customer-First Mentality: Passionate about providing outstanding service and creating long-term customer relationships.
Ready to Join the Monster Team? CALL US! 704-999-1943
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
People with a criminal record are encouraged to apply
Experience:
- CRM software: 2 years (Required)
- HVAC: 1 year (Required)
Ability to Commute:
- Raleigh, NC 27615 (Required)
Ability to Relocate:
- Raleigh, NC 27615: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Raleigh, NC 27615
Salary : $18 - $22