Customer Service Representative

You’re the first voice a Hawkins customer hears, and you turn their call into a booked appointment.

About Hawkins

Hawkins Service Company has served Tampa Bay and Fort Myers since 1993. Electrical, AC and heating, plumbing, pool repair, and gas: one call handles it all. We keep growing because we only hire the best, and our customers love us for it. People come to us looking for a job and stay because they find a fulfilling career, room to grow, and a team that has each other’s backs.

Our Guiding Principles

• Dedication – We never give up until the job is done.

• Dependability – We show up and do what we say we’ll do.

• Passion – We care deeply about our work and who we do it for.

• Honesty – We always do the right thing, even when it’s hard.

• Service – We go above and beyond for our customers and each other.

These principles aren’t wall art at Hawkins. They shape how we hire, how we coach, and how we recognize our people. You’ll hear about them in your interviews, because we mean them.

The Role

As a Customer Service Representative in our call center, you are the first point of contact for every customer who calls Hawkins. You answer inbound calls, turn service inquiries into scheduled appointments across all of our divisions, and keep customer records accurate in ServiceTitan. The CSRs who do best here enjoy helping people, stay calm in a fast-paced environment, and are motivated by hitting their performance goals.

What You’ll Do

• Answer inbound customer calls professionally, courteously, and efficiently

• Convert service inquiries into booked appointments across HVAC, electrical, plumbing, gas, and pool repair

• Schedule, reschedule, and confirm appointments while making the best use of technician availability

• Prioritize emergency and urgent service requests appropriately

• Make outbound calls for appointment confirmations, follow-ups, unsold estimates, maintenance reminders, and membership opportunities

• Document every customer interaction and keep account information accurate in ServiceTitan

• Meet or exceed goals for booking rate, call quality, membership sales, cancellation rate, and customer satisfaction

• Work closely with dispatch, sales, and field teams so the customer experience is seamless

What You Bring

Must-haves

• Previous customer service, call center, scheduling, or inside sales experience

• Strong verbal and written communication skills

• Solid computer and data-entry skills, with the ability to multitask and manage your time in a fast-paced environment

• A positive attitude and a customer-first mindset

• Reliable attendance and dependability

Nice-to-haves

• Home services industry experience (HVAC, plumbing, electrical, or pool repair)

• Experience with ServiceTitan or a similar CRM

• Bilingual in English and Spanish

Pay, Schedule, and Benefits

• Hourly pay plus performance incentives

• Full-time, onsite at our Temple Terrace office [add shift hours and any weekend or on-call rotation]

• Medical, dental, and vision insurance

• PTO and paid holidays

• 401(k) plan

• Paid training – including paid Nexstar training

Ready?

If you want to be part of something bigger than just a job, we’d love to meet you. Learn more about us at www.hawkinsserviceco.com, then apply right here.

Hawkins Service Company is an Equal Opportunity Employer.