Regional Customer Support Representative

About Stephen K. Denny, Inc.

Stephen K. Denny is an established company with over 30 years of experience as a full-service HVAC contractor. We provide top-tier service and quality products in the Jupiter area and neighboring communities of South Florida.

As the first point of contact, our Customer Service Representatives (CSRs) play a key role in creating a great customer experience. The goal is simple: book every bookable call with empathy, accuracy, and professionalism. CSRs are also responsible for spotting sales opportunities, supporting our memberships, and helping customers find solutions quickly.

What You’ll Do

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  Answer & Book Calls – Always assume a call is bookable, follow scripts, and handle objections with empathy.



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  Customer Care – Listen carefully, resolve concerns when possible, and escalate when needed.



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  Scheduling & Coordination

  
  
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    Confirm and update appointments

  
  
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    Assign correct job types/technicians

  
  
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    Follow up on unsold estimates, expiring memberships, and aging equipment

  
  
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    Ensure daily call minimums are met for the 3-day call board

  
  


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  Communication – Monitor and respond to ServiceTitan, Hatch, and company email inbox.



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  Outbound Calls – Reach out to schedule appointments when inbound volume is low.



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  Sales Mindset – Mention memberships and promotions on every call, offer financing options, and highlight indoor air quality (IAQ) solutions.



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  Administrative Tasks

  
  
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    Send invoices, collect balances, and issue refunds up to $50

  
  
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    Assign follow-up tasks to supervisors/managers when necessary

  
  

Who You Report To

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  Regional Customer Success Manager – overall performance



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  Dispatcher – day-to-day call management

What Success Looks Like

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  Calls are booked accurately and quickly



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  Customers feel heard, respected, and cared for



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  Opportunities for memberships, promos, and add-ons are consistently mentioned



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  Communication channels are actively monitored and responded to

Benefits and Perks:

Stephen K. Denny treats its team members with the same level of dedication and care as we do our customers, which is why we’re fortunate to provide all of our employees with:

• Competitive Pay


• Benefits : We offer top-notch benefits!
  
  
  
  • Various medical, dental & vision plans, including 100% employer covered options for you and your family
  
  
  • 401(k) with a company match up to 3.5%
  
  
  • 100% Company paid long & short-term disability and life insurance
  
  
  • Flexible spending accounts for health and dependent care
  
  


• Training and Career Growth : We are scaling quickly and would support this person’s career growth and development


• Paid Time Off : 6 company paid holidays, 3-4 weeks of PTO, and a paid Parental Leave Policy


• Company Provided : Company branded attire and company vehicle provided for certain roles

Stephen K. Denny is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.