Regional Customer Support Representative

Zephyr is a growing platform of local brands in the residential home services industry, spanning HVAC, plumbing, and electrical trades. Our mission is to perfect the home services experience from the inside out—by investing in our technicians, supporting local leadership, and equipping our teams with the tools and resources to deliver trusted service in every home we enter.

We operate in multiple markets across the country, combining the local trust and expertise of each brand with centralized support across marketing, technology, operations, and finance. At Zephyr, we move with purpose—bold in our pursuit of excellence, grounded in transparency, and unified by our commitment to customers, teams, and community.

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

• Competitive Pay: Significant base salary and bonus opportunity


• Benefits: We offer top-notch benefits!




• Various medical, dental & vision plans, including 100% employer covered options for you and your family


• 401(k) match up to 3.5%


• 100% Company paid long & short-term disability and life insurance


• Cell phone reimbursement and work-from-home stipend


• 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: Company paid holidays, unlimited PTO, and a paid Parental Leave Policy

Zephyr and its companies are 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.