Customer Support Representative

Reports to: Customer Support & Dispatch Manager

FLSA: Full-time, Non-exempt

Position Summary:

AquaCal AutoPilot, Inc., is seeking a technically inclined and customer-focused support representative to join our dynamic team. The ideal candidate will bring hands-on experience in the swimming pool, HVAC, or electrical industries, and a strong commitment to delivering premium customer experience. This role is more than just answering phones - it's about creating a red carpet, white glove service experience for every customer. The working hours are Monday through Friday, 8 AM - 6 PM. There are no nights or weekends required. No cold calling or sales! We value individuals who are eager to learn and contribute their technical background to support customers. Join our team where we always work together, grow together, win together!

Key Responsibilities:

• Answer inbound calls and deliver high-touch customer service with empathy, professionalism, and technical expertise.
• Troubleshoot equipment issues related to heat pumps, salt chlorine generators, and pool control systems (technical training provided)
• Guide customers through solutions with a patient and courteous approach
• Accurately document requests in the CRM system
• Other duties as assigned

Requirements:

• High School Diploma or equivalent
• 2+ years of call center experience in phone queues
• Strong communication skills with a calm, confident phone presence
• Positive, enthusiastic and flexible attitude
• Familiarity with swimming pool equipment, HVAC systems, and/or basic electrical systems
• Previous hands-on field service, installation, or support experience a plus
• Cooperation with others in team environment
• Familiarity with Microsoft Office (Outlook, Teams, Word, Excel, etc.)

Compensation & Benefits:

• Participation in the Team Horner Employee Stock Ownership Plan
• Tuition Reimbursement
• Ongoing industry training
• Yearly performance and long-service awards and events
• Paid time off: Holiday, Vacation, and Personal
• Health, dental, and vision insurance offered
• Short/Long-term disability insurance offered
• 401K and Roth offered
• Extensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and sessions, stand-up desks and many other great incentives
• State of the art facility with an on-site gym
• Customized hands-on training
• Tenure teammates and growth opportunities
• Positive and friendly work environment
• Merchandise discounts

... and so much more!

Team Horner is an Equal Opportunity Employer and encourages growth and opportunity for all. We are a Drug-Free Workplace.