Call Center Representative - Charlotte, NC
23 hours ago
Job description
Now Hiring: Call Center Representative
Location: Charlotte, NC
Company: Acosta Heating, Cooling & Electrical
Employment Type: Full-Time | In-Office with Limited Hybrid Flexibility
Who We Are
Since 1972, Acosta Heating, Cooling & Electrical has served the Charlotte region with trusted, high-quality HVAC and electrical services. As a family-owned and locally operated company, we believe in doing things the right way—with integrity, professionalism, and genuine care for our customers and team members.
At Acosta, you'll find more than just a job. You'll find a career where your contributions matter and your growth is supported every step of the way.
About the Role
We're seeking an energetic, detail-oriented Call Center Representative to join our customer service team. In this vital role, you'll handle inbound calls, schedule service appointments, and play an active part in supporting both our field technicians and sales team. If you thrive in a fast-paced, collaborative environment and enjoy helping people, this could be a great fit.
Schedule & Work Expectations
- Monday–Friday: 9:00 AM to 6:00 PM
- Required participation in a rotating Saturday schedule
- Required participation in a rotating weekend on-call schedule, with additional pay
- Eligible to work one remote day per week after completing a 60-day in-office training period, based on performance and team needs
Team Bonus Structure
When our team wins, we all win.
- Monthly bonuses are paid out when the team meets or exceeds daily booking goals
- This structure rewards collaboration, consistency, and results
Key Responsibilities
- Respond to customer inquiries with empathy, professionalism, and urgency
- Convert inbound customer calls into booked service appointments
- Proactively generate bookings through outbound calls to service agreement customers and unscheduled leads, taking full ownership of filling schedule gaps and securing the calls needed to meet daily goals
- Promote and sell memberships by clearly communicating value, benefits, and cost savings
- Support membership retention by reinforcing renewal benefits, addressing concerns, and strengthening long-term customer relationships
- Effectively handle and de-escalate customer concerns or complaints to ensure positive resolutions
- Maintain up-to-date and accurate customer records using CRM tools
- Track and support the daily target of 3+ bookings per technician
- Serve as a key point of communication between customers, field teams, and internal departments
What You Bring
- At least 2 years of experience in customer service, dispatch, or phone-based sales
- Excellent verbal communication and conflict-resolution skills
- Strong organizational habits and attention to detail
- Ability to think critically and make smart dispatch decisions
- Comfort with Microsoft Office (especially Excel) and CRM/scheduling tools
- Bilingual in English and Spanish is highly preferred
- Proactive, team-first attitude and a passion for customer care
Bonus Qualifications
- Previous experience in HVAC, electrical, or similar home service industries
- Familiarity with sales appointment coordination or CRM logic
- Ability to manage high call volumes while maintaining accuracy
- Strategic mindset with an interest in improving operational efficiency
How to Apply
Step 1: Submit your resume
Step 2: Call and leave a voicemail using the script below. This helps us evaluate your communication style and how you might represent Acosta to customers.
Phone Script (Read Aloud in Voicemail)
"It's a great day at Acosta Heating, Cooling & Electrical, this is [Your Name], how may I help you?"
"I'm so sorry to hear that your air conditioner isn't working—I know how frustrating that can be. Don't worry, we handle this all the time and will take great care of you."
(Say something positive about our technicians—mention their expertise, customer service, or professionalism.)
"We have a $99 dispatch fee to send one of our licensed technicians to your home today. We have an opening this afternoon—does that work for you?"
"Perfect. Our dispatcher will keep you updated throughout the day so you know exactly when to expect your technician. What's the best number to reach you?"
"Thanks again for calling Acosta—it was a pleasure speaking with you today"
Be sure to leave your name and phone number at the end of the voicemail.
Equal Opportunity Employer
Acosta Heating, Cooling & Electrical is an Equal Opportunity Employer. We are committed to a respectful, inclusive, and supportive workplace for all employees.
Job Type: Full-time
Pay: $ $25.44 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
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