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

Salary: $16 - $20 per hour