The HVAC Client Solutions & Account Specialist serves as the central revenue, retention, and operational bridge for residential and commercial HVAC clients, balancing proactive communication with end-to-end account coordination.This role identifies homeowners needs, closes sales, coordinates scheduling, and assists HVAC permitting needs. This role is detail-oriented, customer focused, and thrives in a fast paced and team driven environment.
Essential Duties & Responsibilities
Revenue Generation & Service Sales (Inbound & Outbound)
- Execute outbound touches daily to warm leads, such as unclosed technician diagnostic quotes, expiring residential maintenance memberships, and preventive maintenance agreements.
- Handle inbound calls to convert routine service and repair requests into recurring maintenance agreements and booked service calls.
- Consult with homeowners and commercial property/facility managers to identify HVAC service needs and present service packages.
- Partner with field technicians to review open job estimates, prepare formal proposals, and follow up with decision-makers to close sales.
Customer Communication & Service
- Answer inbound calls, emails, and messages professionally; respond to service requests, general inquiries, billing questions, and customer concerns in a timely and courteous manner.
- Create and confirm service appointments with customers, providing accurate arrival windows, job details, and technician information.
- Follow up with customers after completed service calls to confirm satisfaction and identify any unresolved issues.
- Communicate service updates, delays, or technician ETAs to customers proactively throughout the day.
- Handle customer complaints with professionalism and a solutions-oriented mindset; escalate complex issues to the leadership as appropriate.
Permitting, Compliance & Municipal Coordination
- Research and confirm municipal permitting requirements for residential and commercial mechanical equipment changeouts, duct replacements, and new system installations across relevant county and city jurisdictions.
- Prepare and submit mechanical permit applications, load calculations, equipment spec sheets, and required contractor documentation to local building inspections departments.
- Track permit status from initial application through approval; log permit numbers, documentation, and receipts inside the field service management platform.
- Coordinate municipal inspection schedules with customers, technicians, and city/county inspectors to ensure timely job sign-offs and prevent expired or stalled permits.
- Maintain inspection pass/fail records, coordinate prompt corrections on failed inspections, and ensure final certificates of completion are archived in customer accounts.
Dispatch, Billing & Account Administration
- Open, update, and close work orders in the field management system with complete parts, labor, permit fees, and warranty notes.
- Ensure all job documentation, service notes, parts used, and labor time are recorded completely and accurately for every completed call.
- Process invoices, collect payments, and follow up on outstanding balances as directed.
- Route and dispatch technicians efficiently to optimize travel time and prioritize emergency calls.
- Maintain accurate customer account records including contact information, service history,equipment details, and warranty documentation.
- Generate customer invoices, reconcile permit fees, process payments, and conduct accounts receivable follow-up on outstanding balances.
- Assist with parts tracking, vendor purchase orders, and material availability prior to dispatch.
Qualifications:
Required:
- High school diploma or equivalent.
- Minimum 2 years of experience in an office administrative, customer service, or operations coordination role; experience in a home services, HVAC, or trade services environment is strongly preferred.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and ability to learn field service management and scheduling platforms quickly.
- Exceptional verbal and written communication skills with a professional, customer-first demeanor.
- Strong organizational skills with the ability to manage multiple tasks, shifting priorities, and time-sensitive requests simultaneously without sacrificing accuracy.
- Detail-oriented with a high degree of accuracy in data entry, record-keeping, and documentation.
- Ability to work effectively both independently and as part of a collaborative team.
- Calm, solution-oriented approach to handling stressful situations, customer complaints, and rapidly changing schedules.
- Reliable, punctual, and committed to consistent attendance and follow-through.
Preferred:
- At least 1 year of proven success within fast-paced inside sales, outbound customer engagement, or performance-driven sales positions.
- Familiarity with municipal building/mechanical permit processes, online permitting portals, and inspection workflows is a strong advantage.
- Associate’s degree or 2–3 years of relevant operational background.
Physical Demands & Work Environment
Physical Demands:
- Standard schedule with flexibility required for early mornings, evenings, or occasional Saturdays during peak season.
- Remaining seated at a desk station, utilizing headsets, and operating a computer/keyboard for up to 8 hours per day.
Work Environment:
- Fast-paced, collaborative contact center office in High Point, NC.
- Schedule may include early mornings, evenings, or occasional weekends based on operational needs.
Go-Forth Pest Control is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Go-Forth Pest Control will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state law. To request an accommodation during the application or hiring process, contact People Services at
humanresources@go-forth.com
. Employment with Go-Forth Pest Control is at-will. Either the employee or the Company may end the employment relationship at any time, with or without cause, to the extent permitted by law. Nothing in this job description creates or implies an employment contract.