Customer Success and Appointment Coordinator
Location: Charlotte, NC
Employment Type: Full-Time
Schedule: Four 10-Hour Shifts | 7:00 AM to 6:00 PM
Shift Options: Monday through Thursday or Tuesday through Friday
Compensation: $16.00 to $20.00 per hour, based on experience, plus monthly incentive opportunities
Please apply online only. No phone calls, please.
Help Homeowners Take the Next Step
Every customer interaction creates an opportunity to build trust. At Horne Heating and Air Conditioning, we''re looking for a Customer Success and Appointment Coordinator who enjoys talking with people, staying organized, and helping customers move forward with recommended home comfort solutions.
This position is much more than answering phones. You''ll reconnect with homeowners who have previously met with our team, answer questions, schedule appointments, and help ensure customers don''t miss out on services that improve the comfort and efficiency of their homes.
If you''re confident on the phone, enjoy relationship building, and like working in a fast-paced office where your efforts directly contribute to company growth, we''d love to meet you.
Why You''ll Love Working Here
Four-day workweek with three-day weekends every week
Choose between Monday through Thursday or Tuesday through Friday
Established, family-owned company serving the Charlotte area since 1983
Consistent, year-round employment
Performance bonuses and incentive opportunities
Positive, team-oriented culture
Ongoing training and career development
Employee appreciation events and recognition programs
Opportunities for long-term advancement
Compensation and Benefits
$16.00 to $20.00 per hour depending on experience
Monthly performance incentives
Medical, dental, vision, and life insurance
Paid holidays and paid time off
Birthday paid day off
401(k) with company matching contributions
Tuition and certification reimbursement opportunities
Stable, full-time employment throughout the year
What You''ll Be Doing
As our Customer Success and Appointment Coordinator, you''ll become an important connection between our company and our customers by helping homeowners continue through the service process after their initial visit.
Responsibilities include:
Contact homeowners who have not yet scheduled recommended work
Re-engage previous customers through outbound phone calls
Schedule service, consultation, and sales appointments
Answer customer questions and address concerns professionally
Update customer records accurately within company software
Coordinate with service, installation, and sales teams
Follow communication processes to improve customer satisfaction
Maintain consistent follow-up activity to help increase booked work
Deliver a friendly, professional experience during every customer interaction
What We''re Looking For
At least three years of customer service or client support experience
Excellent verbal communication and active listening skills
Strong organizational and time management abilities
Comfortable making outbound phone calls throughout the day
Ability to manage multiple priorities while maintaining accuracy
Working knowledge of Microsoft Office including Outlook, Word, and Excel
Dependable, positive attitude with strong follow-through
Ability to work independently while contributing to a collaborative team
Experience That Will Help You Stand Out
ServiceTitan experience
Inside sales or customer retention experience
Appointment setting or call center background
HVAC, plumbing, electrical, roofing, or other home service industry experience
Bilingual English and Spanish
About Horne Heating and Air Conditioning
Since 1983, Horne Heating and Air Conditioning has earned the trust of homeowners throughout the Charlotte area by delivering dependable heating and cooling solutions backed by exceptional customer service. Our success comes from investing in our employees, maintaining high standards, and creating an environment where people can build lasting careers.
Our Core Values
Honesty
Opportunity
Recognition
Neighborly
Empowerment
If you''re looking for a customer-focused career where your communication skills make a real difference, and you appreciate the work-life balance of a four-day schedule, we''d love to hear from you.
Please apply online only. We respectfully request no phone calls regarding this position.
Candidates will be required to pass a background check and pre-employment drug screening upon being given a conditional offer of employment