Customer Service Representative

About Lake County Mechanical

Lake County Mechanical (LCM) is a residential heating and cooling company serving homeowners across Lake County. We're a small team that's growing, and every person here makes a real difference. There's a lot to learn, and people who take ownership of their role have room to grow with the company.

The Role

You're the first voice our customers hear. When a homeowner calls, you connect with them, answer their questions, and get them on the schedule. You'll handle inbound calls and make outbound calls too, like tune-up reminders and follow-ups on estimates. This isn't a sit-and-wait phone job. You own our technicians' schedules. Your goal every day is to fill the board, and when the phones are quiet, you are proactive about making calls.

What You'll Do

• Answer inbound calls professionally and turn them into booked appointments
• Make outbound calls: maintenance reminders, estimate follow-ups, and customer check-ins
• Schedule and manage appointments in our CRM
• Keep accurate customer records and notes on every call
• Own the daily call board
• Track your numbers and work to beat them

What We're Looking For

• Customer service experience. Call center, retail, hospitality, medical office, or similar all count; HVAC or home services experience is a plus, but not required
• Good with people: you connect easily with customers, stay calm, and really like helping people
• Driven and accountable: you like having clear goals and hitting them, you own your results
• Organized and detail-oriented, and comfortable juggling calls, scheduling, and follow-ups
• Comfortable with computers. CRM/scheduling software experience is a plus, but not required if you're willing to learn

Pay & Benefits

• $23–$27/hour, based on experience
• Bonuses based on performance
• Paid Holidays (6)
• PTO
• Medical, dental, and vision insurance. LCM pays 50% of employee premium
• 401(k) with employer match
• Paid training and ongoing development

Pay: $23.00 - $27.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Are you willing and able to reliably work Monday - Friday between 8a - 4:30p at the office?
• Tell us briefly about a time you went above and beyond for a customer.

Work Location: In person