Call Center Representative

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

• Convert inbound customer calls into booked service appointments
• Respond to inquiries with empathy and professionalism
• Schedule preventative maintenance visits for service agreement clients
• Maintain up-to-date and accurate customer records using CRM tools
• Track and support the daily target of 3+ bookings per technician
• Collaborate with the sales team to coordinate appointments and maximize sales opportunities
• Manage and update the dispatching algorithm spreadsheet to ensure the best-fit technician is assigned to each job based on skillset, schedule, and opportunity value
• 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 (704) 336-9497 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: $17.72 - $25.44 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person