Siggs Air Conditioning
Customer Service Representative
Siggs Air Conditioning, Fort Myers, Florida, United States, 33916
Job Title:
HVAC Customer Service Representative (CSR)
Location:
In office, Southwest Florida (Greater Fort Myers area)
Job Type:
Full-Time, hourly, non-exempt, performance bonus eligible
Reports To:
Owner
Direct Reports:
none
Company Overview:
Siggs Air Conditioning is a third-generation, family-owned HVAC company serving Southwest Florida since 1960. We specialize in residential HVAC installation, maintenance, and repair, and pride ourselves on delivering honest, reliable, and high-quality service. Our team operates with three core values: Perform with pride. Do what’s right. We are growing and looking for top performers who want to be part of a high-integrity, high-accountability environment.
Role Summary:
The Customer Service Representative (CSR) is the primary point of contact for customer communication and is responsible for maintaining a full, efficient dispatch board. This role combines customer service, scheduling, and administrative accuracy using Podium and FieldEdge. The CSR must be highly organized, confident on the phone, capable of managing a fast-paced workflow, and committed to providing exceptional service. The CSR is also responsible for the completeness and accuracy of all Work Orders booked.
Responsibilities
Customer Communication: Answer inbound calls promptly, professionally, and with a customer-first mindset. Make outbound calls to fill the Dispatch Board, including past customers, maintenance lists, declined recommendations. Communicate appointment expectations, time windows, and next steps clearly. Maintain calm, courteous, confident, and empathetic communication, even in challenging customer interactions. Use Podium for confirmations, follow-ups, and written communication as needed.
Scheduling & Dispatch Support: Own the Dispatch Board daily and ensure it remains as close to full capacity as possible. Book Work Orders accurately in FieldEdge, including proper task types, lead sources, tags, and notes. Adjust schedules throughout the day based on emergencies, cancellations, or technician needs. Reduce schedule gaps, unnecessary windshield time, and inefficiencies. Finalize the next day’s schedule by the end of each afternoon for 7:30am field operations review. Coordinate special appointments (estimates, warranty checks, etc.) as needed. Construction and new-build scheduling is not counted toward CSR bonus capacity but may require communication coordination with management.
Administrative Duties: Maintain accurate Work Orders with complete documentation. Ensure call notes are concise, clear, and reflective of customer needs. Review booked jobs daily to ensure accuracy for technician handoff. Assist with customer follow-up calls (“happy calls”) and satisfaction checks as needed. Support team communication between field technicians and office staff.
Performance Expectations (30–60–90 Days):
First 30 Days
– Learn company systems, processes, and SOPs. Become proficient with Podium and FieldEdge. Begin taking ownership of inbound calls and simple Work Orders.
30–60 Days
– Increase outbound call volume and improve booking confidence. Take full ownership of the Dispatch Board at least 3 days per week. Achieve first week of 100% Dispatch Board capacity.
60–90 Days
– Consistently maintain 80%+ Dispatch Board capacity independently. Receive positive customer feedback and demonstrate strong communication skills. Independently report metrics and results during team meetings.
Qualifications Required
Local to the Greater Fort Myers area
High school diploma or equivalent
Strong verbal communication skills and confident phone presence
Organizational and multitasking abilities
Ability to work independently and as part of a team
Competent with computers, Microsoft 365, and modern communication tools
Availability Monday–Friday (hours determined by management)
Preferred
1–2+ years of HVAC, dispatch, scheduling, or home services experience
Experience using FieldEdge or Podium
Familiarity with HVAC terminology and common system issues
Bilingual English/Spanish (desired, not required)
Typical Hours 7:30 AM – 4:30 PM, Monday through Friday (Flexible with management approval; subject to operational needs)
Benefits
Performance-based bonus structure (uncapped)
Paid time off and paid holidays
Paid training classes
Retirement plan with company match
Complimentary uniforms
Water, ice, coffee, and additional office amenities
At-cost HVAC system for employee home
Growth and advancement opportunities
How to Apply Candidates may submit a resume to
kenny@SiggsAC.com .
Equal Opportunity Statement Siggs AC LLC is an equal opportunity employer and complies with all local, state, and federal employment laws. All employment opportunities are subject to background checks and drug screening.
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HVAC Customer Service Representative (CSR)
Location:
In office, Southwest Florida (Greater Fort Myers area)
Job Type:
Full-Time, hourly, non-exempt, performance bonus eligible
Reports To:
Owner
Direct Reports:
none
Company Overview:
Siggs Air Conditioning is a third-generation, family-owned HVAC company serving Southwest Florida since 1960. We specialize in residential HVAC installation, maintenance, and repair, and pride ourselves on delivering honest, reliable, and high-quality service. Our team operates with three core values: Perform with pride. Do what’s right. We are growing and looking for top performers who want to be part of a high-integrity, high-accountability environment.
Role Summary:
The Customer Service Representative (CSR) is the primary point of contact for customer communication and is responsible for maintaining a full, efficient dispatch board. This role combines customer service, scheduling, and administrative accuracy using Podium and FieldEdge. The CSR must be highly organized, confident on the phone, capable of managing a fast-paced workflow, and committed to providing exceptional service. The CSR is also responsible for the completeness and accuracy of all Work Orders booked.
Responsibilities
Customer Communication: Answer inbound calls promptly, professionally, and with a customer-first mindset. Make outbound calls to fill the Dispatch Board, including past customers, maintenance lists, declined recommendations. Communicate appointment expectations, time windows, and next steps clearly. Maintain calm, courteous, confident, and empathetic communication, even in challenging customer interactions. Use Podium for confirmations, follow-ups, and written communication as needed.
Scheduling & Dispatch Support: Own the Dispatch Board daily and ensure it remains as close to full capacity as possible. Book Work Orders accurately in FieldEdge, including proper task types, lead sources, tags, and notes. Adjust schedules throughout the day based on emergencies, cancellations, or technician needs. Reduce schedule gaps, unnecessary windshield time, and inefficiencies. Finalize the next day’s schedule by the end of each afternoon for 7:30am field operations review. Coordinate special appointments (estimates, warranty checks, etc.) as needed. Construction and new-build scheduling is not counted toward CSR bonus capacity but may require communication coordination with management.
Administrative Duties: Maintain accurate Work Orders with complete documentation. Ensure call notes are concise, clear, and reflective of customer needs. Review booked jobs daily to ensure accuracy for technician handoff. Assist with customer follow-up calls (“happy calls”) and satisfaction checks as needed. Support team communication between field technicians and office staff.
Performance Expectations (30–60–90 Days):
First 30 Days
– Learn company systems, processes, and SOPs. Become proficient with Podium and FieldEdge. Begin taking ownership of inbound calls and simple Work Orders.
30–60 Days
– Increase outbound call volume and improve booking confidence. Take full ownership of the Dispatch Board at least 3 days per week. Achieve first week of 100% Dispatch Board capacity.
60–90 Days
– Consistently maintain 80%+ Dispatch Board capacity independently. Receive positive customer feedback and demonstrate strong communication skills. Independently report metrics and results during team meetings.
Qualifications Required
Local to the Greater Fort Myers area
High school diploma or equivalent
Strong verbal communication skills and confident phone presence
Organizational and multitasking abilities
Ability to work independently and as part of a team
Competent with computers, Microsoft 365, and modern communication tools
Availability Monday–Friday (hours determined by management)
Preferred
1–2+ years of HVAC, dispatch, scheduling, or home services experience
Experience using FieldEdge or Podium
Familiarity with HVAC terminology and common system issues
Bilingual English/Spanish (desired, not required)
Typical Hours 7:30 AM – 4:30 PM, Monday through Friday (Flexible with management approval; subject to operational needs)
Benefits
Performance-based bonus structure (uncapped)
Paid time off and paid holidays
Paid training classes
Retirement plan with company match
Complimentary uniforms
Water, ice, coffee, and additional office amenities
At-cost HVAC system for employee home
Growth and advancement opportunities
How to Apply Candidates may submit a resume to
kenny@SiggsAC.com .
Equal Opportunity Statement Siggs AC LLC is an equal opportunity employer and complies with all local, state, and federal employment laws. All employment opportunities are subject to background checks and drug screening.
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