Customer Service Representative

A FirstCall Mechanical Company **CUSTOMER SERVICE REPRESENTATIVE** **Location:** Boston, MA **WHO IS FIRSTCALL MECHANICAL?** LC Anderson is a commercial HVACR company based in Boston. Founded in 1943, LC Anderson serves a wide range of customers across the greater Boston area. Founded in 1943, LCA partnered with FirstCall Mechanical in 2025. FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. FirstCall serves a wide array of facility and customer types, including distribution centers, industrial plants, universities, airports, healthcare facilities, self-storage units, and more. With approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas, FirstCall is committed to building durable partnerships. The company is actively expanding its operations nationwide and partnering with organizations that share its dedication to quality and customer satisfaction. FirstCall Mechanical not only partners with companies to nurture growth in the market, but also provides equal focus on employee growth and development as well. We believe when YOU succeed, we all succeed, so we strive to be the first call for talented team members who want a career, not just a job. **BENEFITS OVERVIEW** FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including: - **Competitive Weekly Pay** - **Comprehensive Healthcare Coverage** - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans) - **Financial Resources** - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability - **Time-Off & Holidays** - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans - **Career Growth & Development**- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program - **Generous Referral Bonus** of $2,500 per referral - **Role-Specific Perks** - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances **SUMMARY** This position enjoys working with customers and HVACR Technicians, taking ownership of the workflow from obtaining pricing for quotes to final installation. With excellent interpersonal skills, you will follow up with the customer to ensure our satisfaction guarantee. Opportunities exist here to lend your experience in developing new processes and procedures to better streamline the workflow. **ESSENTIAL DUTIES and RESPONSIBILITIES:** - Responsible for answering initial customer phone calls with a strong customer service focus and quality orientation. - Demonstrate an ability to create a positive experience during every customer contact. - Directly responsible for maintaining customer records through internal software - Consistently follow up and follow through with quotes daily, plan, and prioritize. Expedite parts as needed. Keep the customer and the Service Operations team apprised of the delivery. Track and continually improve our quote win rate - Assist dispatch with scheduling service calls and follow up on repairs. - Solicit and message out customer feedback for positive reinforcement and learning opportunities - Be an active participant in the weekly Service Operations Meeting, especially regarding quote win rate and ideas to improve our customer service - Participate in the rotation of Administrators-On-Call **ACCOUNTABILITIES** - Scheduling & Dispatching - Customer Service & Communication - Work Order & Documentation Management - Compliance & Safety - Administrative & Reporting Responsibilities **ORGANIZATIONAL ALIGNMENT** This position reports to the local Service Manager and has a responsibility to the entire service team and all of our customers. **QUALIFICATIONS** - Minimum 1-3 years of related experience - Pro…