Technical Customer Support Representative - HVAC/Pool Equipment

Support RepresentativeReports to: Customer Support & Dispatch ManagerFLSA: Full-time, Non-exemptPosition Summary:AquaCal AutoPilot, Inc. is seeking a technically inclined and customer-focused Support Representative to join our dynamic team. The ideal candidate will have hands-on HVAC experience (required), along with a background in the swimming pool or electrical industries, and a strong commitment to delivering a 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, with no nights or weekends required. No cold calling or sales involved.We value individuals who are eager to learn, collaborate, and apply their HVAC and technical expertise to support customers effectively. Join our team where we always work together, grow together, and 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 approachAccurately document requests in the CRM systemOther duties as assignedRequirements:High School Diploma or equivalent2+ years of call center experience in phone queuesStrong communication skills with a calm, confident phone presencePositive, enthusiastic and flexible attitudeHVAC experience (required)Familiarity with swimming pool equipment and/or basic electrical systemsPrevious hands-on field service, installation, or support experience a plusCooperation with others in team environmentFamiliarity with Microsoft Office (Outlook, Teams, Word, Excel, etc.)Compensation & Benefits:Participation in the Team Horner Employee Stock Ownership PlanTuition ReimbursementOngoing industry trainingYearly performance and long-service awards and eventsPaid time off: Holiday, Vacation, and PersonalHealth, dental, and vision insurance offeredShort/Long-term disability insurance offered401K and Roth offeredExtensive wellness program including one-to-one coaching, healthy living seminars, exercise facilities and sessions, stand-up desks and many other great incentivesState of the art facility with an on-site gymCustomized hands-on trainingTenure teammates and growth opportunitiesPositive and friendly work environmentMerchandise discountsTeam Horner is an Equal Opportunity Employer and encourages growth and opportunity for all. We are a Drug-Free Workplace.