Customer Service Representative

Overview

Join to apply for the Customer Service Representative role at Dawson's Electric & Air
. This is a full-time, on-site position at our Fuquay-Varina office.

In this role, you’ll be the first point of contact for our customers, ensuring every experience—from the initial phone call to post-service follow-up—is smooth, helpful, and professional. You’ll work closely with customers, our dispatcher, as well as our electricians and HVAC technicians to ensure jobs are scheduled efficiently and customers are kept in the loop.

We’re a locally owned and operated electrical and HVAC service company serving the Triangle area, and we’re looking for a friendly, dependable, detail-oriented team member to join our office team.

Hiring Expectations:
Apply today, complete a quick phone screening, and get ready for an interview with our team to discuss your goals and experience.

EEO statement:
Dawson s Electric & Air is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

• Inbound calls:
  Answer customer calls with professionalism, gather necessary details to schedule service appointments, and address questions, concerns, and requests in a timely and helpful manner.
• Outbound calls:
  Proactively follow up to confirm appointments, follow up on open estimates, and help fill the job board. Reach out to past or pending customers to schedule services and secure work for our technicians.
• Happy calls:
  Check in with customers after service to ensure satisfaction and resolve any remaining questions or concerns to maintain five-star service and build relationships.
• Technician coordination:
  Communicate daily with electricians and HVAC technicians to align customer needs with technician availability and ensure everyone has what they need to succeed.
• Data management:
  Maintain accurate notes and job information in the scheduling system to keep operations running smoothly.
• After-hours support:
  Rotate in after-hours shifts for emergency assistance.

• 1-2 years of customer service experience
• Strong communication and interpersonal skills
• Ability to manage multiple tasks in a fast-paced environment
• Proficient in data entry and record-keeping
• Ability to build and maintain positive customer relationships
• Basic understanding of service technician roles and processes
• Experience with Electrical or HVAC trades preferred
• Experience using Service Titan or other home services CRM platforms preferred
• Must be comfortable making outbound calls to Service Techs in addition to inbound calls
• Valid driver’s license and authorized to work in the U.S.
• Ability to pass a drug and background check

• Competitive pay: $37,440 - $50,000 annually, with performance-based bonuses.
• Comprehensive benefits:
  Medical, Dental, Vision, 401(k) matching, PTO, Paid Holidays, and Pet Insurance.
• Growth & training:
  Continuous learning and clear paths for career advancement.
• Work-life balance:
  Flexible scheduling and an open-door policy that respects your time and input.

At Dawson s Electric & Air, family values are at the core of our culture. We promote from within and offer a supportive environment where each team member is valued and contributes to the team’s success.

Ready to join a company where your contributions truly matter? Apply now to start your journey with Dawson s Electric & Air and take your career to the next level!

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